My wife and I began talking to New York State Solar in Jan 2020. During our preliminary talks with our salesperson, Jack Aranya, we told them we would be dormering and adding a second floor to our home within the next few years. We asked what the costs involved would be if we had the solar panels installed pre-dormer and then needed them removed and replaced for our dormer. We were told it would simply be the cost of labor, and a figure of around $5,000 was quoted. Upon our install in Feb 2020, we repeated the same question to the foreman at our install. Again, my wife and I were told around $5,000. In July 2022 we started to move forward with the dormer and we began calling to get a quote and to speak to a manager, supervisor or my salesperson. I have called no less than 10 times between then and the present asking to speak with a manager, supervisor or my salesperson. Each time someone took down my information or left a note and told me someone would call me back. I still have not received a call back to this day from one. In September 2022, I received a call from another solar contractor, Marcor, that NYSS passed my inquiry and quote request over to, without telling me. So a different company I’ve never had any contact with has called me back before NYSS has. Marcor came back with a quote for $17,000. More than triple what NYSS had quoted me or what I reasonably expected. Something seemed incredibly wrong, so I reached back out to NYSS. I called NYSS to get a quote and try to understand why the number I received was so wildly different from what I was told. I called asking for someone who could assist me, but no one was ever available and ended up leaving messages with the reception and asking for a call back from a manager, supervisor or my salesperson. Only after tweeting at New York State Solar on Twitter and emailing my salesperson did I finally have some interaction. Unbelievably, the Twitter account told me “it's unusual that a message wasn't passed along, so we'll look into what happened” and to call, which has previously gotten us nowhere. My salesperson got back to us via email, completely unaware of any of my issues so I guess communication isn’t the strong suit over there. I explained the entire situation in my email to him. He told me he would look into it. 3 days later I still hadn’t heard anything, so I emailed my salesperson back for an update, he responded that the Operations Manager, Lauren Mohan, said it’s $14,000 which is triple the cost of what they told me and 60% of the original solar purchase and install. He also didn’t even acknowledge the hard time I’ve been having getting in touch with them or that they misled me on the costs. I replied, reiterating how unacceptable that cost is and asking them to do the right thing and honor the price they misled me with or at least meet me somewhere in the middle. I receive a call from my salesperson telling me they will not budge on the price. They put him in the middle to do the dirty work and don’t even have the decency to contact me directly. He threw the whole company under the bus, basically said they are ripping me off and it should be closer to $9,000. This is legitimately the worst company I have ever worked with. This is horrendous customer service and makes me feel as if your company made the sale and now doesn't care. It doesn't seem like you guys are holding up your end of the contract. I would have held off until after I renovated my home for these solar panels had I known it was essentially going to cost 60% of the initial installation. You guys put me in a situation where you benefitted by me having to pay for an entire additional project with you so you can make money off of me twice. You’re going around door-to-door pushing new homeowners and young couples into buying Solar from you with the NYS tax incentive and misleading them about future costs involved. I have since called again and left a message with a Brian and a Jennifer and still have not received a call from a manager or supervisor.