Office location: 1582 Barclay Boulevard, Buffalo Grove IL, 60089
10/23/2023
Fed Up
Lindenhurst, IL
I had CertaSun install solar panels a couple of years ago and had the best experience, above anything I could have expected. The sales portion answered all my questions, and I had considerable questions from my research leading up to my contact with them. I couldn't have expected a better experience. However, now, about a year ago, I wanted to add a SunVault battery for storage. My sales contact was slow to respond, didn't seem to want to answer any of my questions and I had to continuously keep after him to get to where I am today. I ended up going to the original sales rep, who was promoted, to get any kind of answers. I was so deep into it by then, I struggled with it, but decided from my first experience to proceed. Now, SunVault installed and operational for a little over 2 months and there's a problem with it. It's been 2 weeks since I was told I'd have answers for availability of the defective/non functioning part and still no response from the 2 emails I've sent. No one seems to know if or when the replacement part will be available to bring my storage to where it should be. IDK what happened, but CertaSun went from a company I would recommend to everyone, to a company I'm fed up with and hate the thought of having to deal with them again for anything. No communication from the team onsite, little or no communication from my "success manager", so here we are. I work far enough away and have to make arrangements for them to access the equipment, but cannot do that when I have no information or timelines.
System size (kW): 35
Year installed: 2021
Certasun reply
10/27/2023
Thank you for the feedback. Our goal is to provide the best service in the industry and we clearly did not live up to that standard here.
Our technician did not resolve the issue with your system during his first site visit, but our partner, SunPower, was able to resolve it remotely the next day. Your system has been working as expected since then.
While our technician was onsite, he did find some anomalous readings on one component. Although not impacting the performance of your system now, after consulting with SunPower we would like to proactively swap out the part under warranty. The part is on order. When it arrives we will make the replacement at your convenience.
We apologize sincerely for not being as responsive or communicative as we should have been. We have already made some changes internally we hope will allow us to do better in the future.