Reviewer Photos & Videos
Incorrect estimation of plant output
Initially I was having a very good experience but when I finalised my installation with Solargain guys I realised that there is a shadow problem on my roof which was NOT told to me by your sales agent at the start. When I asked him about it, he said yes there is a shadow problem on your roof and I factored it in our estimation of yearly output from your system. Then I asked him again by sending the copy of quote that is it really true that you have factored in the loss due to shadow? When I asked this question over email he flipped and said, no...we have not, there will be additional 5% loss. Since I finaliased the installation I did not change it and continued with those guys. Now actually after using this system for 4+ months what I am getting from my plant is even lesser, so loss is more than 5%. This is not right and company like Solargain should have proper tools and equipment to estimate the plant output as close as possible so that customers can make the right decisions. I even asked this agent to your "Fisheye" but he said we don't use that. Very bad experience on this front. You have high prices for your system, you don't negotiate the price much on the promise of quality but at the very beginning you don't give right information and service
Caution is advised!
Had issues with FRONIUS Galvo 2 had Solar gain tech come out and with assistance from Fronius seems to have rectified system. However I have LOST a lot in rebates because of this issue and requested restitution of such and was told QUOTE"Just emailing in response to your recent txt RE the lost rebates you would like to claim from us.
I have reviewed your portal and the technicians notes and due to this being a manufacturer fault rather than an error of Solargain or the overall installation of the system, we would at this stage not be compensat...ing for the loss of rebates. You are most welcome to contact Fronius directly on 03 8340 2910 and seek reimbursement from them directly if you wish and this will be up to their discretion. So literally NOT our PROBLEM see the manufacturer WHOM I Quote also: Dear Peter, Thank you for contacting Fronius Australia regarding compensation for low production of your solar system.
The customer service support is terrible
That company has the worst customer service support. After 2 weeks of having the rebate and the loan approved. I haven't received any call to arrange the installation and when I call them the excuse is that they are busy because of Covid. If you want solar panels from this company you have to beg them.
Don’t use solargain. Buyer beware.
Absolute rubbish chromagen solar hot water system that solargain sold us just 6 years ago. The main connection into the tank had rusted and we were told we would have to buy a whole new system. Solargain were rude and dismissive about selling such rubbish. Be aware of their salesman crap speech. I will never recommend this disgraceful company to anyone.
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Terrible after sales service!
Having just paid over $12,000 on a brand new product..Q Home from Solargain I am really disappointed with the after sales service...or rather lack of service! Although the installer did a good job, despite having never installed this product before, the technical communications with the inverter continues to be a problem that neither Solargain or QCell want to resolve! Very much over it now! Will never recommend either of these companies and will be heading to consumer protection!
Do not use! There's some gotcha!
I am extremely disappointed being a return customer for my second installation. The initial quote and follow up process was prompt and sweet. But as soon as the Solar VIC approval is completed, things went down hill.
The installation time given was more than three and a half months and the final installation date keep getting moved further out. When questioned, the I asked nicely to see if they can do anything to expedite the install, the sale rep bluntly send through a cancellation confirmation email with no other information. I sucked this u...p as my approval was last year with $2250 rebate and this query was done after the new year with reduced rebate, decided to wait until late March. While all my friends using other installers all got their systems installed within a month of approval, my wait until late March was ridiculed by all of them but there's nothing I could do. Fast forward a few months, few days closer to the installation date, nothing was heard from Solargain until I sent them a follow up email, only to be told to hold off for another couple weeks as they are waiting for approval from the power supplier (Powercor), paperwork was not done in time. From my understanding, the Powercor approval lasts for three months so I'm not sure why they have to wait until the last few days to submit (when I emailed them) and then there's extra wait time for it to complete. Also got hit with an extra $300 for the inverter to restrict power export to 0 KW at the last minute, the same device can be bought at other place for around $100. When questioned why this potential cost not disclosed at the start of the process, they just said sorry we'll improve the process and I'm still gonna get charged the full fee. They have came to know of the 0 KW export limit for other installations around the area since January but didn't bother to let me know. So out of frustration with all the stuffing around, I decided to cancel the installation even though I know I will pay way more for another systems as the rebate has reduced (silly me! or not), however I am feeling good as Solargain will not get a cent from me as they are not looking after their customer.
Called Solargain on the Monday and was advised I would receive a call back within 48 hours, come Saturday no call back and inverter is still not working. Very disappointed.
The actual product is very good but the people that recommended us to Solargain have not received any reward. We have recommended two others and have received a spotters fee ($100.00) for one. When I contact to find out if I am getting a rewards it's always, "I'll pass this on to the rep". Don't expect me to forward any more names.
BEWARE: After sales support is atrocious, untrustworthy
I had to update my review and change it to 1 star, because from the initial install date on 18 August 2019 until now, 4 February 2020 (that's almost 7 months!) I am still having problems.
Since my initial review, a few extra problems arose:
1. Leaking roof - (partially fixed)
2. My switchboard was "upgraded" as part of installation - the result: my oven is not working, including some power points in the house and some lights in the garage. It looks like Solargain are trying to wash their hands of this one.
I don't know who this is, So...largain or their subcontractors but where I come from, neither of them should be in the business. I called to report (yet) another problem on 4 January 2020, only to be told that "someone" will give me a call back. Same story every week. I call, I am told that someone will call me, and nothing happens. Is this Solargain's business model? Tell the customer that someone will call you back, stalling for time hoping that the problem will go away by itself? I referred 2 other customers to Solargain (before the problems started) and this is what I get.
poor quality after sales service
Hot water system failed after less than three years. The switch for the booster seemed clearly faulty, something was clearly 'not right' about it when switched on, and flicked off of own accord. Described problem accurately to Solargain who concluded was likely the element or the thermostat (neither covered by warranty btw) as that is what it "usually is". Sent the repairman. When he arrived we immediately described the problem to him (that something was wrong with the switch) - his repsonse "oh I don't deal with that, can't touch it". Proceed...ed to charge us a call out and went on his way. Now we have to get electrician. Had they listened to us and explained that repairman could not deal with electrical issues we would have called an electrician in first place. Waste of money and more days without hot water.
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Avoid Solargain and their subcontractor Elite Solar
Solargain and Elite Solar do not know the technology they are installing. Solargain sent their subcontractor Elite Solar to my house to install a 10kW system. They recommended that the inverter be installed by the front door. I asked if there would be any noise and was told there be a slight hum. When the system was first turned on it was quite noisy and I queried the installer who confessed that he had only installed small inverters before and didn't realise an 8kW inverter would be so loud. The Fronius inverter is so noisy that it is unpleasa...nt to sit in the yard in front of the house. Solargain came out to inspect the inverter and agreed it was noisy. A month later they said it would cost $1500 to relocate. I disagreed. They came back and said they would move it for $750. I disagreed. Now Solargain do not reply to my emails. Additionally, Elite Solar punctured 8 holes through my cathedral ceiling by mistake. On the first day Elite Solar turned up and said I needed to upgrade the cable from my switchboard to street, which has cost about $2000. My recommendation is to avoid Solargain, Elite solar, and Fronius inverters.
Problematic Solar HWU and Terrible Customer Service
We have had problems with our Solar HWU since we built our house, not quite 4 years ago. Every year when the weather cools we get no hot water. Management are rude and unprofessional. The way they speak to clients is disgusting. Management even accused us of having parts changed by a third party! This unit was part of our build, an upgrade from the standard inclusion of a gas HWU, that we paid extra to have. Had we have known what the after sales customer service would be like if we had any problems, we would've chosen a different unit/company to provide our hot water system.
Total waste of money.
Had a health check on my Solargain inverter and panels
Cost $220.00 for the person who Solargain sent to look at my inverter and stand in the garden and look at the roof where the solar panels are something I can do myself .
He then informed me it was working fine .
He lived around the corner from my property not bad money for twenty minutes work.
Questions & Answers
How to download the solar gain app
Hi Pat. We do not have our own app, but the inverters we supply often do. What brand of inverter do you have installed at your home? Kind regards, Solargain
Thats what children are for, remotes & Apps
I have just had a solar system installed and they put the wrong panels on my roof. They gave me 22 stp 300s suntech panels and we should have had 21 315 watt trina split cell panels. My question is should I get them to swap the panels to the correct panels or are the ones I have been given just as good and I leave them on the roof save messing about.
Hi Gary, was the system installed by Solargain or a different company? We don't stock the products you're referring to (Trina or Suntech). If you would like to discuss this over the phone, please call us on 1300 73 93 55 and ask for our Service Department.
Some years ago Solar Gain put us in 6 panels and later a new hot water system. We were impressed with the service but would like some advice/quotes on possibly upgrading the current system we have. We live in Maida Vale
Hi David, thank you so much for taking the time to write a review. We're so happy to hear that you're impressed with Solargain! We've sent you a message regarding the advice/quote. Kind regards, Solargain.
David, like you we installed six panels and a 1.2 kW inverter along with a solar hot water system with a gas booster. The solar panels was via solargain and after ten years our inverter failed. Our hot water tank started leaking so we had Solargain install 9 panels, a 2 kW inverter and an i store hot water system. So far we are very happy but it has only been installed for about five weeks. We are producing a lot more energy and lots of hot water.
Hi Golly, thank you for the advice. iStore is an exciting new & innovative product and we are sure that you will be very happy with it. We look forward to getting your feedback in the future. Kind regards, Solargain.
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|Category||Solar Panel Installers and Solar Retailers|
|After Sales Service||Yes|
|Services Provided||Installer and Solar Product Retailer|
|Clean Energy Council Recognition||Approved Retailer and Member|
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