Office location: 59 Montserrat Plaza, Chicago NJ, 08054
02/04/2024
Phil
North Wales, PA
I got cold called by a sales agent and agreed to a meeting to discuss my solar options. I was initially sold on a large solar project that would generate 23k kwh/year. The salesman never explained that the production guarantee was only 85% of that number year one. So I contscte his suoervisor with the concern and we increased the size of the solar project so that at least 20k kwh/year would have a performance guarantee, but it did increase the cost of the project. Looking over the warranty paperwork, I was confused that Apollo Energy wasn't listed anywhere... it was a SUNNOVA contract with a third party installer both whom I have never been in contact with. Sunnova and this third party installer were listed as the policy holders and responsible for the warranty. The language of what was covered by the warranty was extremely vague and you also must waive your rights to sue Apollo or Sunnova or the third party construction company and must agree to third party arbitration. I set up a meeting with the COO of Apollo, my agent and his direct supervisor, and expressed my concerns about the vague nature of the contract and that I wanted an addendum that specifically enumerated the parts of the system that are covered by the warranty and who to contact if there was an issue. They agreed and I waited. A little less than a week later my sales agent sends me an email that they are no longer going to honor the contract. I reached back out to his supervisor who told me no addendum would be provided. I worked with these people in good faith and was misinformed every step of the way. I do not trust the representatives of this company.
System size (kW): 23000
System price: $89,000
Year installed: 2024
Price include the Federal Tax Credit or incentives: Yes
Apollo Energy Company reply
02/07/2024
Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or miscommunication that occurred during your experience with Apollo Energy Company. Our goal is to provide transparent and reliable service to all our customers, and it is disheartening to hear that we fell short of meeting your expectations.
We deeply regret any frustration caused by the discrepancy in the solar project's production guarantee and the lack of clarity in the warranty documentation. We understand the importance of transparency and clear communication, especially when it comes to such significant investments as solar installations. Regarding the warranty paperwork and the involvement of third-party entities, we acknowledge that the clarity and comprehensiveness of the warranty terms are essential for our customers' peace of mind. We appreciate your feedback, and we are committed to working with our partners to ensure that future contracts provide the necessary details and clarity regarding coverage and recourse options. Furthermore, we understand your disappointment with the outcome of the discussions with our team members. It is never our intention to create distrust or frustration among our customers.
We take full responsibility for any misunderstanding and are committed to improving our processes to prevent similar situations in the future. Please know that we value your feedback and take your concerns seriously. We would welcome the opportunity to discuss this matter further and explore any possible resolutions. Your satisfaction and confidence in our company are of the utmost importance to us.
Thank you again for bringing these issues to our attention.