09/15/2015
Anonymous
Horrible customer service. They looked at our roof and gave us a bid. We signed a contract with them and took out a loan to purchase the equipment. Two weeks before the installation they wanted to reduce the warranty from 10 years to 2 years. We received an email about this on a Friday at 9:45pm before Kevin, our salesman, went on a week vacation. Very disappointed in the level of service they provided. I would advise to look into other companies if you are deciding on solar.
Reviewer reply
11/17/2015
We are sincerely sorry for the trouble you experienced. We strive to provide excellent customer service and take your feedback seriously. <br /> <br />Your roof was a unique case. It wasn’t until after a technical review of your metal shake roof that it was determined your project could not be given our full 10 year warranty—due to a waterproofing concern. As we discussed, the options were to cancel the job, or reduce part of your warranty. Our 10 year warranty would have remained intact on all other aspects of the job (racking, electrical work etc.).<br /> <br />We understand your frustration with the time it took for us to communicate technical limitations. Since your experience, we have hired a full time auditor to ensure timely completion of all of our technical reviews. Please let us know if there is anything we can do to help rebuild your trust in SolTerra.<br /> <br />Your SolTerra Team