09/09/2018
Anonymous
Stevenson Ranch, CA
- Had a conversation with sales agent Ryan around June 2018 about getting solar panels installed.<br />- Ryan was very helpful and answered a lot of my questions.<br />- Had discussions with 2 other companies and after looking at other online reviews I chose Sunlux.<br />- Project Manager set the date for panels to be installed and on the day of installation waited for 4 hours and no one turned up...wasted day for me.<br />- Called Project Manager and she said she made a mistake apologized for not ordering parts.<br />- She worked diligently to get a a crew the next day and made it work.<br />- 1 week after panels were installed final inspection took place and went online 2 days after.<br />- Went online Mid August and around the 1st week of Sept. I noticed there weren't any lights lit on the equipment that was installed outside of the house.<br />- Called this customer service manager Garrette to let him know and find out if everything was OK.<br />- He said he needed to contact SolarEdge, the company in charge of monitoring the solar usage.<br />- Got back to me 2 days after and said Sunlux needs to send a tech to my house to what the issue it. This took 1 week.<br />- Tech came and I was told the Inverter had gone bad.<br />- Inverter went bad ONLY after 3 days.<br />- I asked the Customer Service manager Garrett why the monitoring company didn't notify anyone the panels weren't performing the way they should be producing energy. He couldn't answer my question.<br />- Garrett was rude and condescending when he was communicating with me thru email and never once admitted it was Sunlux's mistake. Kept shifting the blame to either the monitoring company SolarEdge or to me.<br />- Told me they would give me some tips next time no how to troubleshoot the system. I asked why wasn't I told this when the final inspection took place and no reply from him.<br />- Asked him how I will be compensated during these 4 weeks or so, till everything gets resolved and said I needed to wait till the end of the year for the production guarantee. Sent me some document that had all this information and didn't even mention where I needed to go to file a claim, if that was the procedure.<br />- He told me they pride themselves on customer service. Words coming from someone who wouldn't even give me a straight answer. If this was a car that I bought and it had issues after 3 days I would have returned the car during the 1st week. <br />- Now I am stuck after fully paying Sunlux with no helpline to call even when there is a issue.<br />- I was told by Garrett to monitor the system. Why would I do this when Sunlux has SolarEdge to monitor the production. This isn't my job to be the monitor.<br />- Very bad customer service and not happy at all the way I have been given the runaround by this guy.<br />- Wish I went with another company.<br />- Be very careful and get all your questions answered before choosing Sunlux.