Solar system company's response

More than a half dozen Albuquerque homeowners discussed extensive grievances with the Journal in late July about issues and problems with rooftop solar systems they purchased through Meraki Solar Solutions, a Florida-based company with offices in New Mexico.

The Journal called Meraki’s corporate headquarters in Pensacola on Friday, July 28, to discuss those issues with corporate executives or company communications representatives. But the customer service department said no one was immediately available, and instructed the Journal to send an email explaining the issues in question.

The Journal sent a detailed email that day, and, after receiving neither a phone call or email response, sent another message on Monday, July 31, again requesting a prompt response and informing the company that the story about customer complaints would be published during the first weekend in August.

On Friday, Aug. 4 — as the Journal was preparing for publication — Meraki’s Marketing Department in Pensacola sent the following email response:

“We appreciate you bringing these concerns to our attention. Our goal here at Meraki is to provide all of our potential and existing customers with an exceptional solar experience from start to finish. We pride ourselves in adhering to ethical business practices and focus on addressing customer concerns privately and publicly, as seen on our A+ BBB Accredited company profile.

“Without details on any specific projects and given the short timeframe that you provided, we are unable to provide more than a general response. If you are able to provide sufficient information for Meraki to investigate the projects you are referring to and are willing to allow us adequate time to do so before running the story, we would be happy to investigate them and provide a more detailed response.

“Our Albuquerque-based clientele has expressed their satisfaction with our services numerous times, and we are disappointed to hear that any customer was dissatisfied with Meraki. We would appreciate it if you would provide us with sufficient information to identify these projects so we can rectify any issues or concerns.

“Again, thank you for bringing these claims to our attention. We hope you will accept our invitation to provide specific information and additional time so that we can thoroughly investigate the concerns you have raised and provide a more detailed response.”

The Journal subsequently sent an invitation by email to Meraki’s Marketing Department to discuss the issues and complaints by phone, but has yet to receive a response.