Office location: 761 Eubanks Dr, Vacaville CA, 95688
05/08/2023
Erica
San Jose, CA
Do NOT hire this company. We did not believe all the bad reviews about them and went ahead to hire them. They turned out to be the worst nightmare one can ever have. We are building an expensive mansion and talked to several solar companies. This company, citadel, promised us that they would do a professional job and that all the bad reviews about them were untrue reviews. However, we learned from The hard way that all the bad reviews about them are true. They did not contact us to go over their design and never told us that there would be a huge converter to be put in front of our house entrance. The converter is very ugly and severely affects the house appeal. Many companies don’t even have a converter for the reason that they don’t want this to affect the house appeal. Not only did citadel not inform us this and they refused to correct their mistakes. We have talked to them numerous times without avail. One of their so called manager said that it would be no problem and they would fix the problem easily but then got into an angry mode when we asked him to honour his promise. We offered that we can fix their problem for them but they said that they would take away their warranty if we do that. They also never came out to do the work. We had to beg them again and again for them to do their work. The schedular name Holly is extremely rude. She never responds to emails and when she emails us, she would scold and threaten us. The entire experiences has been horrible. We have to retain attorneys to help us to make them do the work. We have dealt with many contractors and have never had such an awful experience. Their work is also of low quality. Each time they sent different contractors because they don’t have their own. They have to hire others to do the work for them so we ended up having to deal with new people all the time and they never seem to know what work the other contractors have done. Do Not hire these people. They are fraud. We have suffered and we do not want you to suffer. We will be reporting them to the contractors board. This company of a scheme. They should not be defrauding the public anymore.
System size (kW): 300
System price: $60,000
Year installed: 2023
Price include the Federal Tax Credit or incentives: Yes
Citadel Roofing and Solar reply
05/15/2023
Hi Erica,
We believe that your real name is Wendy based on the situation described in your review of our company. (You seem to go by many names since this identical review is also on Google under the name of Sunny Court and Yelp under the name of Jenifer.) Since you have made this a public issue, please allow us to set the facts out there.
We pride ourselves on communicating effectively with our customers, and when we make a mistake, which sometimes happens, we own it. In this case, we did not make the mistakes you claim we made, and we believe your claims to be false and misleading. We did clearly communicate with you regarding the placement of all of the equipment. You asked us to coordinate with your contractor since you were too busy. So we did coordinate with your contractor, and he approved the location of all of the equipment. More importantly, you approved the equipment placement in writing prior to the installation happening. It appears that you are an attorney, so you must understand that when someone signed a document saying that they give approval to proceed, it should mean something.
If anyone has a complaint, it should be us. On two occasions when we scheduled work to be done at your home, we had to send our crews home due to your property having open trenches in the areas where we had to work, which would have been a safety hazard. In the ideal world, we should have charged you for this wasted time.
We completed your project per the plans that you approved, we commissioned your system, and it is working. Now you are demanding that we come back and move the equipment for free. We don’t feel that this is a reasonable request. And if you have someone else move our newly installed equipment, we will have no choice but to void our warranty as we cannot control the quality of other companies.
Lastly, it is worth noting that we believe your reviews to be a form of retaliation because we advised you that we would have to lien your property due to your refusal to pay us the money you owe us. We submitted the lien for recording this week.
We take pride in our work and customer service. We have one of the best teams in the industry, and we use our own crews to perform our work. While we cannot stop you from hiring attorneys and pursuing what you feel is the right path, we will defend our position with vigor since we did nothing wrong and honored our end of the agreement.