Draper family: Solar company slow to install then slow to send promised refund

Nelson and Paula Glassett hired Utah-based Legend Solar to install solar panels. Those savings were delayed by several months due to Legend not getting the panels installed promptly. (Photo: KUTV)

(KUTV) -- Nelson and Paula Glassett hired Utah-based Legend Solar to install solar panels. They say they wanted to “go green” and help the environment. An added bonus, of course, is that the move will save money by cutting down on their power bills.

Those savings were delayed by several months due to Legend not getting the panels installed promptly.

The pair emailed the company to complain about the delay and the company responded in an email that apologizes for the delay and offers to send a check to cover the “production your panels would have created in the months of May and June."

But rather than a check, Nelson and Paula say they were met with more delays. For more than six months, the refund check never arrived. Then the company stopped responding altogether.

"We keep trying to connect to just say, hey, can you keep your word? And they just ignore us. So we're frustrated," Nelson said.

Get Gephardt reached out to Legend Solar on Nelson and Paula's behalf to ask why the promised check had never been sent. The company's owners declined an on camera interview but, in an email, called it an "oversight," one they blame on "turnover" at the company as well as "layoffs in the accounting department."

Just like that, after a multi-month delay, Nelson and Paula finally got their promised refund.

According to the Utah Solar Energy Association, the solar industry is booming. In the state of Utah there are about 4400 employees at about 100 different solar companies. But, as Get Gephardt has reported before, all that competition can make it tough for solar companies to keep their ledgers in the black.

Get Gephardt asked Legend Solar what could the Glassett’s have done to make sure Legend Solar followed through on its promise? A spokesperson responded, "They could have requested that the amount be reduced from their final payment or that a check be received before signing final solar loan documents."

They offered that same advice when asked what future customers should do to ensure they received promised refunds.


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