08/24/2018
Anonymous
Layton, UT
I have waited a year to provide this review to make sure it is not an emotional response and see if anything improved. Brio seems to have a problem with communications after the contract is signed. For example I had no idea when they were going to start install. I called the salesman and he called me right back and provided me the information. They did the install and I heard nothing. I called again and was told I had to set up net metering with the power company. We got that done. I called the sales man back and asked if the install was complete. He said yes. That is when I discovered there were three panels missing. I called the sales man and he had them come out and install the rest of the panels. Now we were done. I noticed the system was not turned on. So I turned it on myself otherwise now a year later it would still be off. I have had solar water heater in the past and based on what I have had for the past year I would say I am happy with having solar. I even think Brio Solar is a good company they just need to work on their post sales communications. I had to call them today because I was concerned the system may not be working as it should be. They answered quickly we checked a few things and he confirmed it may not be generating the right amount of power. We rebooted the system and we are going to check again on Monday. If it has not improved they will send an electrician out. One other thing I wish they had told me that for an additional cost I could purchase the ability to monitor the health of my system. I would have happily paid that at the time of the install.
Brighter Solar Energy (formerly Brio Solar Energy) reply
07/09/2019
Hi Cavpac! I sincerely apologize for the poor experience you've had. We’re a rapidly growing company that was hit with a huge backlog of solar installations. So sorry you were one of the few caught in the middle. We apologize for our poor communication. We’ve implemented new policies and procedures to make sure nobody falls through the cracks again. We’re committed to quickly respond to needs and exceeding expectations. We have a whole team available to chat via phone, email, or text during all business hours, 5 days a week. If you’re still having issues, our new customer experience team can quickly resolve your issues. Simply email brioinstalls@gmail.com, or call/text us directly at 801-783-5959.