Do not use them- worst service
Please do not use Natural Solar for your installation.
We paid over $17,000 for a 5KW system with a Tesla powerwall 1, 5 years ago and only now is it working properly.
We have not had one good experience in that time with Natural Solar.
Firstly when they sold us the system, the delayed on the install of the Battery, once the battery arrived, we were left waiting for over 6 months for the inverter that they installed to be upgraded to deal with the PowerWall. After the 6th month, it took us to speak directly to the CEO to get a resolution as no ...
Poor attitude regarding warranty
My 10kw, 3 phase inverter died 1 month before warranty expired. I had lost my paperwork and it took me 6 weeks to restore email on old computers before finding the company details, by which time I was 3 weeks out of warranty.
Phone call after phone call over a few weeks is going nowhere other than 'we are trying to contact the manufacturer in China' - your warranty has expired.
Under Australian Consumer Law, the 'line in the sand' of a warranty does not always stand. For the company to take this hard line attitude is somewhat an indication ...of who they are as a company. I would suggest: - get a marker and write purchase date and company details on all new equipment - if you have issues, the ACCC can provide information on where you might stand with Australian Consumer Law. In fairness, I have given Natural Solar 48 hours to consider their position, but at the same time have made contact with the ACCC to confirm my position, have quotes for other companies to rectify, and printed paperwork ready to submit to Fair Trading NSW.
Taken my money, haven't received my refund
So, I admit that they pressure sold me over the phone and got me to sign up to a great Solar deal. But after over 15-20+ emails trying to get the actual deal that I signed up for over the phone, vs what they sent me in the email to accept..... i eventually decided to give up and ask for my holding deposit back.
All up, it's been around 2 months now, and i'm still chasing them to refund me. Promises always fall short and they keep blaming their CRM, their finance system, etc. The sales guy is nice, sounds genuine, but certainly not enough to come through with what they say. Very disappointed, and still out of pocket at this stage and waiting for my refund.
Products OK, CRAP Service
I obtained a quote from Natural Solar in June of 2017 for 25 panels and a 14kw Tesla 2 battery. Some 3 months later I contacted to find out why I had not heard anything from this company and this is where the garbage started, everyone I spoke to either had a different story most of which seemed to be made up on the spot. After many phone calls and threats to cancel my $20,000 plus order I finally found out that the main hold up was Tesla and they could not fill their orders. I had to squeeze that information out of Natural Solar.
Completely disorganised company
Time from deposit taken to having a working system was 8 1/2 months, mostly due to Natural Solar selling systems without actually having installer capacity in my area. They have a great sales team but very poor service coordination.
Communication from Natural Solar was completely non-existent. They don't seem to like delivering bad news so they figure no news is better. After numerous followup calls with no response, the only way I eventually got some priority was by attempting to cancel the order (sorry to everyone who was ahead of me in the install queue).
When they finally lined up a local installer they were excellent and communicated well. If you're in the Newcastle area, I'd strongly recommend just calling Ecolectrical directly.
Be very cautious
Be cautious! Do you research carefully!
My experience to date has been terrible. The sales team are fantastic. Great advice and all over you. Once you sign on the dotted line is where the cracks start showing. I ordered my system on 5th October 2017 and I still do not have a working Solar system as of 3rd Feb 2018 with no idea if or when it will ever be turned on.
I was passed to 3 different sales people who all left the company within 3 months. You will have to follow up multiple times yourself to get anyone to call you back despite mult...iple promises every time to call you. The Installers never even showed up on the committed install date. I took a day off from work for this and didn't receive one phone call to explain anything. I had to chase up Natural Solar for 2 days to get a response and only ended up getting one by calling the sales phone number as service and support numbers went to voicemail and no one returned calls. Company did go out of its way to try get an installer between xmas and new year. When installer showed up they could not install the panels or the inverter in the location the sales guys designed. I had paid my builder to pre wire house for solar in location advised when I signed the contract which ended up being a complete waste of money. My system in now physically installed but over a month has passed and still no sign of it being turned on and cannot get anyone to respond to email voicemail or text about the status.
Receive up to 3 quotes with ProductReview.com.au
Natural Solar Tech Service
[name removed] in tech support has been very proactive and helpful. Very Knowledgeable and prompt. The rest of the staff or the company very disappointing. Very poor response. never kept promises.Every time a new person answers due to high staff turnover
Unable to deliver on 2 agreed dates and still not received refund 3 wks later
Had a salesman attend my home to get a quote on batteries for our solar. The salesman [Name Removed] was fantastic and knowledgeable and made it really clear that they already had the stock and could install in 4 wks. 4 weeks passed and nothing heard so left messages on the phone and sent several emails. Eventually approx a week later a female calls and tells me her name is [Name Removed] and shes so sorry about what has happened and that she wants to make things right. We agree on $500 discount and a date to have it installed a few weeks later.... We had already paid $2000 deposit and its at this point im concerned but go ahead with it anyway. The weekend before the install i receive another call from [Name Removed] saying that shes terribly sorry but the batteries havent arrived yet but since i live in Perth she could guarantee install in another couple of weeks or i could get a refund on our deposit. I advised [Name Removed] that we actually live in SA not Perth and decided to take the refund. [Name Removed] told me it will take a couple of days. A week passes and still no refund. Now [Name Removed] not taking calls so several messages left. Then send an email asking to be sent a copy of the refund paperwork and asking when it had been sent. Next day i receive an email from [Name Removed] advising that she has arranged the refund and it should be in next couple of days but didnt provide any information about when the refund had been arranged. Several phone calls again today another week later with all of them going to voicemail. It has now been 3 weeks since requesting a refund and the company appear to be avoiding my calls and requests for confirmation. I am now taking the matter to ACCC. If anyone is considering using this company I strongly recomnend you read the feedback first. They may be a little cheaper but are poorly organised and obviously will make promises that they know they cant keep. They then delay refunding the deposit or taking any calls. They advised me they have an office in Adelaide. Further checks seem to show that the office address they give is also used by plenty of other businesses which suggests they mislead people into thinking they operate here in SA when clearly they dont. Any company that operates with false misleading promises should be delisted and not allowed to trade. Im hoping the ACCC will act quickly and responsibly something Natural Solar have continually failed to do. AGAIN should you even consider using this company make sure you check their history first as this is something i now regret not puting enough effort and time into. Phil 15 minutes after posting my review I received a call from [Name Removed] (CEO) apologising for our terrible experience and arranging our full refund which went into our account about 2 hrs later as promised. I was impressed that the CEO chose to deal with our issues yet somehow saddened that it had to go this far to get any action. I hope that the company are able to improve in these areas as the initial service and consultation was incredible.
Poor service in every aspect
Signed up and paid deposit in early June with a promise to have solar panel installed in 3-4 weeks. However, waited for 3 months for them to come for the panels and many calls to the customer service. They always said leaving your number, someone will call you back, which never happened. Still waiting for Tesla battery which was initially promised max 10 weeks for installation. Now have to wait another 2-3 months, meaning nearly 6 months from the initial quota date. Also sending us a wrong invoice, with a wrong amount we paid. Calling them and ...sending them emails, again without any response. There was a mobile number on email but still no one answered. Why bothered to leave a number there then? someone rang asking for feedback, what a joke! never recommend to anyone. Now worried about the promised warrant.
Don't go near them!!
They've had my deposit for 7 months and I've had numerous no-shows on agreed site inspection dates and my install has been cancelled at the last moment by them 3 times now citing all sorts of lame reasons - all adding up to them saying that don't actually have the Tesla Powerwall 2. 7 months and nothing to show for it. Don't waste your money and time on them.
Receive up to 3 quotes with ProductReview.com.au
Very Poor Customer Service
Dissatisfied, promised the world and could not deliver, late on installation, the pre-approval process currently has taken 18 months since the deposit was made, the pre-approval application and was done and submitted after the installation had taken place and therefore our system is currently unable to generate any solar power or export back into the grid.
Excellent Service and Very Professional Installers, but still not complete and no Support :(
[name removed] from Natural Solar is not your typical in your face sales type of guy. He is genuine, treats you with respect, and provides honest down to earth recommendations for your needs. He also kept me up to date every step of the way with the process. It is very rare to get this level of service from any company.
The installers were also very professional, on time, did the job right as if it was their own house, and cleaned up after themselves. Again, there aren't many installers that have the care factor, and take the extra time t...
Customer service and standard of work very poor
We had extra panels installed in December 2016. At least 8 of them do not generate power. After numerous phone calls and emails no one has attended the problem. Is your policy to ignore faults in favour of new installations? As we have been informed that the installers are all too busy to come up and attend this original problem.
June 6th 2017 Update: result from previous review
It is now June and we have finally got the solar working. It has been a struggle but has finally happened.
Receive up to 3 quotes with ProductReview.com.au
Customer service is disgusting if you have a problem, no one returns your calls
I had a 5KW system installed in April 2015 through NATURAL SOLAR and it's the worst decision we have made. A couple of months after the original installation the inverter stopped working, after many calls I finally got a technician to check my system and advised me that water had gotten into the inverter and he had to replace the system. It was 4 weeks until I received a new inverter.
Immediately after the new inverter was installed it made a buzzing noise, I contacted Natural Solar and after a few months finally got another technician to c...heck the system who stated it was working ok and didn't know why it was making a noise but if it got worse to let them know. The noise got so loud that my neighbors started complaining. It took 3 months of calling the company leaving messages for someone to contact me and it was only after I went to put a product review on the internet that [Name Removed] from Natural Solar contacted me & informed me someone would be in contact to arrange a time to inspect the machine. Again no one contacted me & no one again returned my calls, emails or text messages. Finally, I got a technician to attend my property after finding someone within the company who appeared competent to deal with my concerns. The technician stated that water had got into the inverter again and this was due to it not being installed correctly and it was leaking from somewhere, so again the inverter had to be changed and this was another 6 weeks without a system during the middle of summer. I was told I would be compensated for all the issues I have had with the inverters and the disgusting customer service. During this 6 week period the helpful gentleman left Natural Solar so I had to deal with the previous customer service consultant who didn't return my calls or email from months ago. Finally my new inverter was fitted again and the technician checked the system and stated he wasn't sure if he has fixed the problem and he can't guarantee that I won't have further issues. As anyone in my situation would be I was very frustrated and over dealing with this company who appeared not to care about their customers once they had got their money and installed the system. I was then contacting them about the compensation I was offered and again it took many hours of my time trying to get someone to contact me and it was the high up who took over the issue from there. He came back to me with a figure of $500 as he stated I only lost $161 during that 6 weeks period which I found hard to believe considering what I was told when I signed up for the system as that is hardly worth having a 5kw system if that is all it generates. I told him that was not an acceptable amount considering the issues I have gone through especially with the customer service side of his company and that is where he started threatening me if I decided to put a negative product review on the internet. He even accidently included me in email correspondence with the salesman that had come to my house to sign me up with them stating that they had to put the "heavies" on me not to put a product review on the internet. I will not except any compensation from him and I wouldn't be intimidated or threatened and the public deserve to know what sort of company this man is running. If you put a review on their facebook page or a comment or their facebook advertisement it is deleted, so prospective customers are not getting a true indication of how bad their customers service is as they delete negative comments where they can or threaten you if you are going to put a bad review on. Please do yourself a favor and do not purchase your solar system through this company there are many more on the market who can offer the same product but actually care about their customers, treat them with respect and don't threaten them.
Poor service , people with no idea on solar, they installed wrong equipment I paid for and the list
True avoid them at all cost: they installed a 3 kw system in 2012 I did not check the receipt because I would assume that they would do the right thing but as it goes I paid for a JFY inverter and they installed a cheap mini Omni inverter, if failed and they told me to contact the manufacturer, jfy , as you can see it was not a JFY inverter it was a total different inverter , I told them what is going on "a scam " I ask them to install the correct inverter, they drag there heels and done nothing, I was annoyed so got onto fair trading they advi...sed me that they had to give them 14 days to fix it and they still not have put the inverter on, I have been advised by a legal team to start legal procedures, as they have breached the contract and subsequently substituted a cheaper inverter than what we paid for, also the contract said 13 solar panels guess what there are only 12 solar panels on my roof, fair trading they have breached the contract and sold us substandard inverters which we have not paid for lets see where the next lot go.
Questions & Answers
I have been looking and searching for a solar company to provide me with a quotation or quotations for an integrated Solar and wind or initially a solar system that allows me integrate wind turbine and battery in later stages, without reconfiguring or changing the initial set up for my property. I have just purchased and moved into a hobby farm in Pakenham (295 Army Road) Pakenham, Victoria, 3810. The main residential part of the farm consists of a large 6-bedroom dwelling, a large 4 car garage and a large shed on the northern end of the main residential building. The meter has been installed by AusNet and I am told by AusNet that it is a three-phase metre with a compatible (3 phase) cable.
I initially want to install a solar system of 6.xKw to 10kW system and then integrated wind Turbine and a suitable good but reasonably priced battery. I, therefore, wish to ask you consider the following Solar, Inverter, battery (possible), high end cabling and associated components and provide me with a quotation, or quotation for different alternatives with the following components in mind:
1. Solar Panels in order of preference, LG Neon2, SunPower SP-Max2-360 or latest REC panels that are considered equivellant to LG and SunPower, but much cheaper. All with 25 Yr Product & 25 Yr Performance Warranty.
2. Selectronic’s Fronius Hybrid inverter I do like to have the SP Pro SPMC 381 or better (2020 model soon to be released). I like to think that this would allow in immediate future to integrated battery and then wind turbine in to the system. I understand that the new generation of Fronius inverters are referred to as the PowerChain with highly sophisticated cooling and power management features. I understand that the new generation of Fronius hybrid inverters are for on-grid and off-grid and is highly compatible with what I want: exporting about 15kw or higher to the grid (since I got a three-phase meter and external cables (very likely).
3. High end Cabling, Conduit, DC &AC circuit breakers, and enclosures, etc, where applied, and.
4. Installation by licenced electrician/s. This is important and hope the electrician and you can sort out all export and shutdown matter with AusNet for me, in the meantime.
Please, provide me with a quotation or separate quotation for different combinations of solar panels and inverters (Fronius). I am eligible for Vic Gov rebate for either a solar system or battery rebate.
0400 050 060
It’s been there weeks since paying the deposit for a Tesla powerwall,, still waiting for an installation date what’s the problem, why the delay?
I expect it will take a while for the powerwall delivery date to the installer to be confirmed. Once that has been confirmed the installer will set the date. He will not give a date until he has a confirmed delivery date.
Can you send me again your quote for 6.6kw system with Trina and Jinko mono perc black panel combine with Fronius inverter including your company name please as i have mixed up all?
Get an answer from our members and Natural Solar representatives
|Category||Physical Shops, Solar Panel Installers and Solar Retailers|
|After Sales Service||Yes|
|Solar Connection Type||Grid-Connected and Hybrid|
|Services Provided||Installer and Solar Product Retailer|
|Clean Energy Council Member||No|
|Clean Energy Council Recognition||Approved Retailer|
|Solar Connection Type||Grid-Connected and Hybrid|
Other Solar Panel Installers
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.