02/23/2024
James B
Cincinnati, OH
We had a 30 panel system installed by Third Sun. They did a good job and the system has worked well. Last year one of the panels went bad and we contacted them about the warranty. The panels are from LG. . We were told when we contracted with Third Sun that if there was a warranty issue, we could go through them. When I reminded them of this they said they would look into it only to send an email a few days later saying they could not get in touch with LG. They basically said that it was our responsibility to contact LG but would not even supply any information about how to do that. The next issue has come up recently. When we purchased the panels we specifically asked what the cost would be for them to remove and replace the panels if we had to have the roof replaced. They told us that is would cost around $4,000. We are now having that done, so I contacted them and the price they now give me for removing and replacing the panels is over $19,000. Even given inflation this is outrageous. After the government tax rebates that is only a few thousand less than the original cost of the whole project and I suspect that we could put an entirely new system in for not much more than that. The message is beware of this new incarnation of Third Sun. Whatever integrity the original company had is apparently gone, so do not expect any help or service from them after installation. We are not only committed to solar but also in another area of the solar business, so we are well informed about costs. Kokosing is not a company with which we would advise doing business.
System size (kW): 300
System price: $24,000
Year installed: 2017
Price include the Federal Tax Credit or incentives: Yes
Kokosing Solar (Previously Third Sun Solar) reply
03/18/2024
Thank you for taking the time to share your experience. We sincerely apologize for any inconvenience and frustration you've encountered regarding the warranty process for your solar panel and service inquiry.
First, we want to clarify the situation regarding LG. While LG has stopped production of solar panels, they continue to manufacture solar batteries, which is why they are still listed on our website. LG no longer makes solar panels, and the information we received from LG was that we can get the homeowner a few hundred dollars to replace the panel. In August of 2023, the quote was declined by the customer, until he needed further service work done.
Regarding your concerns about the cost of removing and replacing your panels during a roof replacement, we understand your disappointment with the service cost. After a review of our files, we were not able to find the quote for $4,000 deinstallation and reinstallation. Even back in 2016, $4,000 for this scope of work would have been too low to cover our costs given the site complexities. Since your initial installation in 2016, the industry has seen significant changes in labor rates, operational costs, and material costs. While we acknowledge your disappointment with the pricing, we assure you that our aim is not to overcharge but to cover our operational expenses and maintain the quality of our services.
As a fellow participant in the solar industry, we understand the importance of trust, honesty, and fair pricing. As the company has transitioned from Third Sun Solar to Kokosing Solar, rest assured that the majority of the solar team and leadership team have remained the same. The commitment to our integrity and commitment to our clients is unwavering and has only been bolstered by the transition into the Kokosing group of companies. We value your feedback and will use it to improve our services moving forward.
Once again, we apologize for any frustration or inconvenience you've experienced. Please feel free to reach out to us directly at solar@kokosing.biz if you would like to further discuss your concerns or if there's anything else we can assist you with.