Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** **********
  

  
  

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  the correct info from me they could have requested to speak to the person before ordering. I was contacted by **** ****** and he stated there was a restock fee of 40 percent for returned items,but would lower it to 20 percent. I also spoke with **** who is the CEO of the company and he basically told me it was my fault and I should have known more about my solar system. That call was on 12/3. I filled out the return paperwork and sent documents to **** in which he rec’d. I took the unopened product to *** and it was sent out for return on 12/9. **** ****** had requested i send him a copy of the return receipt which I did and he acknowledged. I have yet had any correspondence from **** ****** as of today 1/13/2025. I sent an e mail to him on 1/6 with no return response and I sent out another e mail inquiring about the delay today 1/13. I also called Portlandia today asking to speak to **** ****** and he was in a meeting. I’m asking for full refund of what I paid!

  Business Response

  Date: 01/17/2025

  Dear BBB and *** **********,
  Thank you for the opportunity to address this ****er. At Portlandia Electric Supply (PES), we strive to provide excellent service while adhering to clear policies. Below is a summary of the events and our good faith efforts to resolve *** **********’s concerns.
  
  Timeline of Events
  Product Selection:
  On November 15, 2024, *** ********** requested a replacement inverter for her solar system. Based on her input, we provided multiple options, including the ******* ***** 7.6 inverter. She selected this product based on her understanding of her system’s needs.
  Return Request:
  On November 26, 2024, *** ********** stated the product was incompatible. Despite product selection being her responsibility, we went beyond standard practices by coordinating with her installer to understand the system's requirements.
  Return Process:
  On November 27, 2024, we issued Return Merchandise Authorization (RMA) instructions, which included a standard 40% restocking fee as stated on our website. To assist, we reduced the fee to 20% as a goodwill gesture.
  The product was returned on December 9, 2024, and we acknowledged receipt. Holiday and New Years delays in inspection occurred due to seasonal demand, and we apologize for any inconvenience.
  
  Good Faith Efforts
  We worked with *** **********’s installer to clarify system requirements after the sale and significantly reduced the restocking fee to assist her.
  
  Request for Retraction
  Given our proactive efforts and adherence to policy, we request that *** ********** retract her complaint. Should the complaint not be retracted, the refund will reflect the original 40% restocking fee.
  
  Proposed Resolution
  We will process a refund, less the reduced 20% fee, within five business days following retraction of the complaint.
  
  Conclusion
  We believe PES acted in good faith and exceeded our obligations to resolve this issue. We hope for a fair resolution.
  Sincerely,
  **** ********
  CEO
  Portlandia Electric Supply