Kira Traore says she was paying exactly zero dollars in electricity bills for her home in New Jersey — until late last year when the self-sustaining solar power system broke down.
The timing couldn’t have been worse — the company that the family purchased the system from had just filed for bankruptcy, according to CBS New York.
Despite still paying for the financing on the system — which in total cost $54,907.69 — the family got nowhere trying to get somebody to fix it. Meanwhile, they had to pay the local utility company for electricity.
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“Who is looking out for the consumer here?” Kira, frustrated by the situation, exclaimed to the local broadcaster in a story published April 1.
Her husband, Sidi Traore, who was also at a loss, added: “I’m powerless.”
In the end, the story came to a satisfactory conclusion. Here’s what happened, along with tips on what you can do in similar situations.
Solar company’s collapse
The family signed a contract with a company called SunPower three years ago to set up a solar system. Everything was hunky-dory, Kira says, until this past December when the system’s batteries malfunctioned, followed by the metering system.
“So, the panels are still producing electricity, but it’s not letting our electric company know that,” Kira explained.
Kira says she couldn’t get a response from SunPower about fixing her system. The company had filed for bankruptcy only months earlier.
CBS New York says it tracked down a contractor who installed systems for SunPower. He explained fixing the batteries would require tech support from the company — indicating customers might be out of luck if they experience problems going forward.
But the broadcaster didn’t stop there. CBS New York reports it contacted Complete Solar, the company that purchased much of SunPower’s assets, and they sent a technician to help Kira. Within two hours of the employee’s arrival, she says, the solar system was back up and running.
Complete Solar explained to CBS New York there’s a bug in SunPower’s software that causes the batteries to lock up and the system must be rebooted periodically. Complete Solar is considering a service to help customers with this issue.
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What you can do if you face a similar situation
While the Traore family was able to find a solution, not everyone is so lucky.
You can’t control whether a company goes bankrupt and refuses to answer your service requests, and you may not always be able to have a news show investigate on your behalf. But you can be aware of what your rights are if and when you find yourself in a similar situation like the Traores.
First, read the terms of your contract carefully and see if there are any clauses about what the company’s obligations are in these situations. If a company is set to go under, be sure to head to the soon-to-be defunct company’s website to read up on the latest news and contact representatives if need be to understand your rights.
If you still can’t get anywhere, try the acquiring company if there is one. However, keep in mind the acquiring company doesn’t necessarily need to adhere to all of the contract terms. Still, it’s worth reviewing the contract and speaking with someone as soon as you can to understand what you may be entitled to.
Those who own their equipment outright and don’t have an active warranty can make arrangements for their own repairs. For those that are required to have their equipment serviced by the bankrupt company, you may have to hang tight until you get more news.
You could file a complaint with the bankruptcy court — in some states it’s referred to as an adversary proceeding. There may be fees involved with filing, so determine whether you believe the cost is worth it.
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This article provides information only and should not be construed as advice. It is provided without warranty of any kind.
