04/28/2017
Anonymous
Solar installed about a year and ½ ago. Sales people were absolutely wonderful. Their selling point was that they are a local Company and we will get the best service available. However, as soon as we paid for installation, the company closed their doors in California and our nightmares began. We have been waiting for over 6 months to get someone to install an extender, which literally took them 10 minutes, so we can get an internet connection to our solar. Then, a couple of months ago one of the inverters went bad. Weeks and months go by without anything done. Sometimes we get lucky and talk to one of their representatives, who keep telling us that part is on order, then several weeks ago it was sent, when it is somewhere in their warehouse, then they are waiting for technician in our area, and now my calls are not being returned. I feel like they sold me a product and left me on my own. This is the worst customers' service I have ever experienced in my life.
Direct Energy Solar (formerly Astrum) reply
06/22/2017
Shura,<br /><br />We are sorry that we couldn't meet the expectations that were set for your project. As you mentioned, we did exit the California market in order to focus our efforts on the East Coast. <br /><br />That being said, we did make sure we are honoring any old customers by working with local installers to honor those warranties. As you can imagine, this isn't always the most efficient or ideal way for this to be handled, but is a way to help address the issues in the best way that we can.<br /><br />If you want to email me directly, you can do so at colin.gload@directenergysolar.com and I can try and see if I can help in any way.