Review for Wells Solar & Electrical Services

Office location: 1209 Sturgeon Ct #107, Arlington TX, 76001

09/13/2021
MCK702 Grapevine, TX

Bought Solar System to deliver 90% of our energy usage (Ha Ha)

But the system installed only delivers 45% of the energy we use. The sales pitch and all documents signed indicated that the system we were buying would provide our home with 90% solar power. We received three bids and the Wells Solar bid was the only one that had such a high return of solar power (the other bids only offered between 70 & 80% solar power return). We thought the higher return with Wells might be due to the type of panels they install so we chose Wells. Additionally we paid for the system upfront at time of installation. Our installation was completed in Dec 2020. The first few month electric bills were very low and we felt we had made the right investment but as we moved into late spring and early summer our electric bills were not as low as we expected. In June I began calling the Wells Solar customer service number to get assistance. I was asking to have someone come out to check our installation to make sure there wasn't something wrong with the system. The first two people I talked to assured me that according to their solar dashboard our system was producing just fine. In July I connected with Margo and once again explained although the system was producing energy it was not at the level we were sold. She ask for electronic copy of our electric bills from Jan - July so she could analize the service production vs usage. I had to make more calls to finally reconnect with Margo in late July and in that call she acknowged our system was indeed not producing at the level we were sold. She advised me that the director of operations Mike Peck was going to reach out to me to discuss a resolution to this issue. Thank goodness Margo gave me his cell number because I wanted until the first of August for his call which never happened. I then called him in August to discuss and he advised me that there had been a error in their calculation process during the design phase (he claimed it was one that was off by a single decimal point) which resulted in them understating the number of panels needed to provide us with a 90% solar return. He assured us that Wells Solar would make this right. He said Wells would come back out to our property to assess number and placement of additional panels to correct this issue with no additional cost to us since they committed in the contract to a 90% return. It is now September and although someone did come to the house (about 10 days ago) to use a drone to re-scope our roof line we still have had no communication from Wells regarding next steps, so I placed multiple calls to Mike's number but was sent directly into voice mail system. Once again I called the Wells Solar customer service number and discovered the Margo and Mike are no longer with the company. I ask to be transferred to someone in management only to be disconnected while being on a very long hold. The agent I was speaking to (Jorge) did call me back but that call was once again disconnected. Still in limbo

Sales process
Price charged as quoted
On schedule
Installation quality
After sales support