Review for PlugPV

Office location: 875 Broadway, Albany NY, 12207

08/15/2023
Jeffrey Q Altamont, NY

Inadequate Customer Service

Bottom Line Up Front, Buy Solar Panels from another company that can sell, install, and service the system when something goes wrong. PlugPV's customer service fell very short of their customer's expectations when relating to servicing a system malfunction. Multiple no-shows and no callbacks (or late callbacks) require me to call back for the appropriate service to my system, then remind them numerous times who I am and why I need them. PlugPV does not care if their customers pay for the panels and an electric bill or act urgently to get a technician to their house and make it right. Their focus is sell and install not fostering customer relationships. In April 2023, we received a bill ($40) for electricity – no big deal. It happens once a year, then our credits catch up, and we owe nothing. In May 2023, we received another bill ($120) for electricity – something had to be wrong; Monday, I went to call PlugPV, and they called me something was wrong with the system and that they would send someone out to fix it. On 5 June 2023, we spoke and could not get to our house for three weeks; a 28 June appointment is scheduled. 28 June 2023, no one shows, no one calls. 30 June 2023, I called their customer service, and PlugPV said they did not have the right part, so they did not come. I understand that; no need to waste everyone's time, but not calling to tell their customer to tell them, this is very off. They said they couldn't be back for another three weeks; AGAIN, three more weeks in peak production time, and PlugPV puts me off again. I ask them to schedule me immediately, and I want to speak with their manager. In July 2023, we received another bill ($220) for electricity – I have been monitoring the system now, and we are not and have not been producing enough electricity to cover our electric bill (since April). 5 July 2023, I speak to A.J., the customer service manager; he can have someone at the house on Friday; excellent, now we are getting somewhere. 7 July 2023, the PlugPV technician comes as scheduled and runs the line to get back up the monitoring; while running diagnostics, there are other error codes. Someone will call tomorrow to get me a follow-up appointment. 17 July 2023, No callback, no appointment; I call back and talk to someone, speak to another customer service representative who says I have an appointment on 31 July 2023. No one ever told me; I called to see what PlugPV offers under warranty due to the system being down for so long (April partial month through now July); if the system produces, they may reimburse, give or take 10%, ok hopefully, we can make this right (wrong). 24 July 2023, Speak to A.J., who has no idea who I am; they will get someone out there on 31 July 2023, and he asked me to send him all my bills to see what the under-production looks like. 26 July 2023, I send him all the electric bills and a spreadsheet that shows a 6720 kWh deficit from last year to this year. 31 July 2023, No one shows, no one calls, and no response to the email I sent them. On 1 August 2023, I called A.J. back; he still did not know who I was; he would try and get someone there asap, and he did; later that day, they got a technician there and replaced the faulty part. He also says he will get to the email I sent and have a response by the end of the day or tomorrow. 2 August 2023, no information back on the email I sent. 3 August 2023, A.J. responds and says since my system produces well the years before, everything equals out, and there is nothing they will do for me, maybe in July of 2024 if we under produce they could possibly try and make it right. I called A.J. back – four months of the system underproducing, three months of paying both solar loan for the panels and an electric bill ($380, plus this month's bill, maybe some in September), the added stress for two no-calls, no shows, two appointments, a dozen calls to them, and six weeks of delays due to their ability to get to my house and they brush us off. They have not monitored our system for over a year; it is four years old. When everything goes as it is supposed to, the system works great; however, it is evident that PlugPV’s response to something going wrong is inadequate. I am pretty reasonable; if PlugPV had the system fixed in a week, we would have been happy with everything. If I had felt like a valued customer at any point during this process, I would not be writing this. Solar is worth it; find a different company to do business with.