08/18/2020
Dr JD Schmitz
We had Sol Up Solar Power company install 22 solar panels on our roof in Jan of 2017. They installed 3 more solar panels in October 2017 to meet our additional energy demand. We developed a bad roof leak during heavy rain into the bedroom of our home directly under the solar panels where the installers were walking to do the install. We notified our homeowners insurance company about our leak. The came to our home with a professional licensed roofer to investigate the cause of the leak. They determined the leak was not due to wind or storm damage but they told us their roofer did see numerous cracked roof tiles on our roof with some being located under the solar panels that were installed. We then notified Sol-Up of our leak. They sent a gentleman from their company to our home to inspect the leak. He got into our attic and said he could not detect where the leak was coming from but he did see some water leaking in. Sol UP then said they would send a roofing company to inspect our roof and do a leak test by taking a hose and running water on our roof and try to determine the cause of our leak. They sent a roofing company to our home called One Roofing who determined we needed broken and crushed roof tiles replaced and they gave Solup a quote to fix the leak. Sol UP then contacted another roofing company to come to our home to give another opinion called PRS roofing who was also supposed to do a leak test after Solup would remove 3 solar panels over the area where the roof had been leaking. Solup did remove the 3 solar panels and the company took pictures of what was under the roof and reported this information back to Phil Shaw at PRS roofing. Sol Up informed us that PRS roofing had told them and had signed off on a report that they had no liability in our roof leak. We asked to see that report multiple times because we wanted to understand how the solar panel installation had nothing to do with our leak since we had absolutely no issues with our roof before the install. They finally sent us a report several weeks after we had asked to see this. It was done by Phil Shaw with PRS roofing and it said the leak was caused by multiple broken and cracked roof tiles. We found nothing on the report that released Sol Up from liability in our cracked roof tiles. I called Phil and talked to him directly and he told me that Sol Up tried to pressure him to write the report releasing them from any liability in the leak and that he left the report purposely vague for that reason. He said the roof leak was due to broken and crushed roof tiles but he had no way of knowing who broke the tiles. All he could say for certain was that due to the cracked and crushed tiles the felt underlayment deteriorated over time due to sun and dirt and eventually rain leaked into the home. He said Sol Up kept saying to him how could we have caused this since we did the install of solar panels over these cracked tiles almost 2 years ago. (run out of room)
Sol-Up reply
08/19/2020
Reviews are one of the best ways for customers to find out about the quality of a business. It is a powerful tool that helps in gaining truthful information about customer experience with the products and services of a company. Unfortunately it is also an instrument that can be used to blackmail a business as bad reviews can seriously damage the reputation of an organization. Sol-Up has more than a 10 year history on the Las Vegas market with thousands of happy long term customers, many of them from the early beginnings. We are the best rated company in town with universal 5 star reviews on all major platforms like Yelp, Google Maps or SolarReviews. Even within the most impeccable organizations you can still find situations where clients are unhappy with the service provided. We at Sol-Up have been extremely straightforward if mistakes have been made in the past and always solved the problems in cooperation with our customers.<br /><br />Here are the facts: Mr. Schmitz got installed back in January 2017 (not end of 2019 as he tries to claim). Contrary to his claim, his system performed clearly above prediction and his request for an extension was just due to his increased power usage. At no point in the years after his installation did Mr. Schmitz express any complaints and in November 2019 he asked for a quote to relocate his panels to another roof and for additional battery storage. At almost the same time he notified us about a roof leak implicating a possible connection to our panel installation. We immediately sent out our roof specialist at no charge who found out that the water was dripping from a different location than the solar panel area. As he was not willing to accept our findings we offered him to send out a third party roofing company of his choice at our cost to come up with an independent judgement. Due to bad weather and him being out of town most of the time it took a while to schedule the actual appointment but when it finally happened I sent out my crew again at no cost to take down panels so the roofers could access the tiles. The roofing contractor identified the problem as a deterioration of his underlying roof paper at a location not even close to his solar array. As he was still not accepting the situation I suggested to him to get his roof fixed by the roofing contractor with the explicit commitment from my side to bear the cost if at any time the damage could be traced back to our installation. This is where we left and his review was posted.<br /><br />Let me be completely clear: Reviews should be truthful and we at Sol-Up are not willing to succumb to attempts of blackmailing by any client who is trying to gain a personal advantage through his actions. Mr. Schmitz claims that his roof leakage was caused by our solar system installation has been completely debunked by multiple assessments through licensed and independent third party roofing contractors. Despite the clear and indisputable facts Mr. Schmitz threatened us with legal measure
Sol-Up reply
08/20/2020
UPDATED RESPONSE FROM THE OWNER:<br /><br />Over the past 11 years, Sol-Up has built a reputation as the best solar installer in town through hard work and better customer service. As a company philosophy, Sol-Up has always put the customers' satisfaction first -- Even if the issue at hand had nothing to do with Sol-Up's work. Five different employees attempted to review roof assessments with Mr. Schmitt -- In each case, no progress was made for one reason or another. <br /><br />Eventually Sol-Up made the difficult decision to cease communication with Mr. Schmitt and allow our attorney to resolve the matter with Mr. Scmitt and/or his attorney. Unfortunately, months later Mr. Schmitt continues to avoid/ignore any communication from our attorney and continues to defame Sol-Up's reputation on every possible review site. In a few of these reviews, Mr. Scmitt has threatened to take legal action but still refuses our attempts via our attorney to resolve this matter in an amicable manner. <br /><br />As an organization that has always placed our customers expectations as our number one priority, its with an extremely heavy heart that we have accepted that some customers cannot be satisfied no matter the lengths that we have gone through to ensure all customers are willing to give us a 5 star review.
Sol-Up reply
12/14/2020
UPDATED RESPONSE FROM SOL-UP:<br /><br />On November 19, 2020 Sol-Up received notice that the complaint filed by Mr. Schmitz against Sol-Up with the Nevada State Contractors Board had been disposed. The State Contractors Board determined that the complaint filed and evidence presented by Mr. Schmitz did not support his claim of a violation by Sol-Up, Inc. of the Contractors License Laws of NRS Chapter 624.
Sol-Up reply
12/14/2020
UPDATED RESPONSE FROM SOL-UP:<br /><br />On November 19, 2020 Sol-Up received notice that the complaint filed by Mr. Schmitz against Sol-Up with the Nevada State Contractors Board had been disposed. The State Contractors Board determined that the complaint filed and evidence presented by Mr. Schmitz did not support his claim of a violation by Sol-Up, Inc. of the Contractors License Laws of NRS Chapter 624.
Sol-Up reply
12/14/2020
UPDATED RESPONSE FROM SOL-UP:<br /><br />On November 19, 2020 Sol-Up received notice that the complaint filed by Mr. Schmitz against Sol-Up with the Nevada State Contractors Board had been disposed. The State Contractors Board determined that the complaint filed and evidence presented by Mr. Schmitz did not support his claim of a violation by Sol-Up, Inc. of the Contractors License Laws of NRS Chapter 624.