09/03/2013
Anonymous
The last review was back in 2011 and this company has sure showed their growing pains since then. We went to a home show in Buffalo and were wowed by the consultants knowledge and readiness to help! Signed the contract and we were ready to get the project started. Well, from the start things moved quickly! Measurements and all were done within the first 5 weeks of signing the contract.. then came the problems. <br /><br />no communications - I sent emails the the regional operations manager about my project and he could not give me any timeline projects. Approx 80 days into the contract (Contract stated project would be done in approx 90 days) I get a notification for a payment I have to make for extra work. When I ask how to make the payment, the HQ couldn't get me an answer! Neither could they give me a reason why the project was delayed! Come to find out, 96 days after the contract signed, they had leasing issues with the lending company about terms from their contract! Never did anyone inform me of this issue until it was too late.... now I sit here, cancelled my project, waiting for my deposit and it's been 2 weeks! <br /><br />The company has had so many good reviews but now it shows that they grew too big too fast and couldn't handle it. Shame.. next time I recommend going with someone LOCAL where the HQ is located LOCALLY.
Reviewer reply
12/27/2013
We take great pride in providing exceptional customer service to all of our customers, but based on your feedback it is obvious that we have fallen short of your expectations (and ours!). I am very sorry that you were not kept informed of your project’s progress, and we are obviously disappointed that you will not be proceeding with your solar installation. According to our records, it appears that your deposit was returned to you in September, however if you would like to provide any additional feedback please do not hesitate to contact the Customer Care Team at 1-888-603-6085 or customercare@astrumsolar.com.