Office location: 7101 Riverwood Drive, Columbia MD, 21046
06/20/2017
Anonymous
Astrum installed our 67 panels in 2010 and did a great job. They proactively serviced the system and we often hadn't realized there was an issue. Fast forward 7 years and Direct Energy Solar is responsible for our warranty work. I checked our system status and a panel's been out since 9/2016. They're response is they'll prioritize my request but have 6k+ systems to monitor. Lesson: I need to monitor the system monthly and keep on top of DES to ensure the warranty work gets done according to the contract.
Direct Energy Solar (formerly Astrum) reply
06/22/2017
First, thank you for being a longstanding customer of ours, and we are glad to hear that for the majority of the time your system has been on you have been happy. We also appreciate your honest feedback and review. <br /><br />In terms of you system and monitoring, we always advise customers to check on their systems once a month through our web/mobile app. Though we monitor the systems as well, we have close to 10,000 customer throughout the East Coast, so it can sometimes be challenging to be on top of every project.<br /><br />We do have parameters in place to detect issues with a system, but that is only if the whole system falls below estimated production. My guess is that even with one panel out, the whole system did not fall below what it is estimated to produce, so it didn't set off any alerts in our system.<br /><br />That being said, we are glad that someone is working with you to get that fixed. We would also be more than happy to compensate you for the $20-25 in lost power via a gift card. If you message me at colin.gload@directenergysolar.com I can help facilitate that. <br /><br />Colin Gload<br />Direct Energy Solar