Review for Direct Energy Solar (formerly Astrum)

05/24/2014
Anonymous Loudoun County, VA

USED to be happy

I was happy with the initial process and set up, and everything was great...until something went wrong. After a year or so of normal operation, all of a sudden, my system starting not reporting properly. The answers have ranged from having an additional EMU device brought in (where one used to be sufficient), having three new electrical outlets installed in my finished basement right next to each other), and now having all of the inverters replaced. It still doesn't seem to be working properly. <br /><br />What makes it worse is that I will often go weeks without even so much as an acknowledgement of my emails to Customer Service. They don't call before a technician shows up. I really have no idea what is wrong with my system, and I'm not sure Astrum does, either. <br /><br />Towards the end of 2013, I was told they couldn't send me a technician to check on my system because they were too busy getting new customer installations in before the end of the calendar year. It was really nice to know where I stood. <br /><br />Now, over a year after the problems began, I still have no idea what my production is, if the system is operating normally (it doesn't appear to me), or when or if I will hear from somebody at Astrum to even acknowledge the questions I am asking. <br /><br />Astrum was absolutely fine during the installation process, and while things were going well. Unfortunately, I can't say the same about the customer service or troubleshooting. :-(