Office location: 577 Main Street Suite 430, Hudson MA, 01749
02/28/2019
In Rhode Island
We met with five solar companies before deciding to work with New England Clean Energy. They did not offer the best prices initially, but ultimately price-matched a competitor and they were recommended by family friends so we moved ahead with them. Everyone we met with and spoke to was incredibly knowledgeable, helpful, and quick to respond and this remained true throughout the project. However, New England Clean Energy took absolutely no initiative in the project- I had to do everything from remind them to submit forms, to correcting mistakes on the contract, to applying for permits and coordinating with the inspector, to reminding them to schedule and complete the installation. During the installation process they repeatedly failed to let me know basic information including when installers would arrive at my home, the type of access to the house required, how many people would be present, what kind of work would be done and when they would be finished. As a working woman managing this on my own it was important to be able to request time off work and understand how many men would be traipsing around my house (and yes, they were always white men). It took four visits and each time I had to request this basic information. Every time I requested info the answers were prompt, courteous and complete but the fact that I had to initiate every step of the process and drag information out of them was in poor form. Over the duration of the process I was passed around to more than 8 different staffers without ever having a project manager take the lead. The kicker- one of our install days was cancelled last minute because the installers said the local inspector cancelled an inspection. A quick call to my local permitting office and I learned that wasn't true at all and that New England Clean Energy had cancelled the inspection without reason, pushing back the process already in motion more than 2 weeks. All in all, a kind group of people with good intentions but poor follow through/initiative.
New England Clean Energy reply
03/07/2019
Thank you for taking the time to provide us with this important feedback and bringing these issues to our attention.<br /><br />I apologize that we did not meet the level of commitment you were hoping from us. We set a high standard for ourselves and we have a very experienced installation team that takes great pride in their work. We are very sorry that your expectations were not met during the permitting and installation process. Your happiness and satisfaction are very important to us.<br /><br />If this is the project we are thinking of I wanted to let you know that it was frustrating for us too. Since starting this company 12 years ago I am still surprised by the new and different challenges that we need to navigate on some of our projects. There were a number of project changes and permitting issues we had to navigate that meant we could not install the system as soon as was promised and for that I am truly sorry.<br /><br />Despite these issues I hope that you are happy with the solar on your roof and the years of clean energy it will make for you. If there is anything we can do to help restore your trust in us or if you would like to discuss any of these issues in greater detail please contact me directly Mark Durrenberger, 978-567-6527.