08/02/2021
Hoogie
LONG BEACH, CA
I paid cash for my system installation. I signed the contract in Feb 2021, and the installation didn't occur until July 2021. I know there was an extreme delay in the permit process due to covid restrictions and the delay was not unusual. What I want to make people aware of is the poor customer support this company has shown throughout the process. I had to call over and over to get status on the permit, and a date the work would start. Nobody ever called or emailed me about what the status was and when the work would be performed. It seems a natural thing to do, but I guess this is not part of the culture at Green Road. The installation went well as far as I could tell. I had to replace the roof prior to the system installation, and that all flowed well. The on-site crew for both the roofing and system installation were very polite and helpful. Then came the time to turn it on-I didn't have anything saying it was okay to do so. I was told this was a turnkey installation, and the SCE applications were to be taken care of. I asked about this several times, as nobody informed me of what the next steps would be, and if I had any action to take. I was told it was being taken care of, with no details. About three weeks after the installation was completed, I started getting notifications from SCE that the applications had been received, and finally a permission to operate (PTO) email was received. In the body, it implied I had some actions to take regarding billing options. I emailed Green Road about this, if SCE was set for NEM (net electrical metering) as part of the application steps. No answer. I tried calling SCE multiple times to ask questions, but they are clearly not in the business of customer support either, and no way to email them on top of that. So, I've been running my solar power throughout July, and it seems to be working fine based on the SolarEdge app you get with the system. I have no idea how this is working out with SCE, as when I go in to the website, I see nothing about my solar production on my account. It's been radio silence and frustration all along the way. Maybe things will magically fall in place, or maybe I'm in for a nasty surprise. I sure wish Green Road Solar respected customer needs and concerns and would offer some help in understanding the convoluted process at the end. Either way, I don't appreciate the lack of concern they have shown to me. Also, I have nothing in terms of warranty documents or registration on the equipment I purchased from them. I was told "they will work on it". I think that was quickly forgotten. Find a company that will hold your hand through this process. It's really frustrating to be kept in the dark.