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Sunterra
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Caroline
- 2 reviews
- Verified customer
Sunterra at Canning Vale has been wonderful!
Prompt initial response, (the only ones who got back to me) friendly, professional and timely installation. Two months later I had a question for Sunterra about a message on the panel. I spoke to Rafeek at Canning Vale and he was super kind, informative and helpful. It's nice to know someone has your back!
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AngeloMetropolitan Adelaide, SA
Terrible experience. 4 months to install, and on day of install said I can't have system I paid for
I signed up for a 7.92kw system with 2 6.5kwh batteries. The sales rep was friendly and the deal was done over phone due to covid. I signed up in may. The rep promised that system will be in 2 weeks after Sa power networks approved my system. Sa power networks approved in 5 days. That was last I heard from sunterra. I called them in June, they said I will be getting a call from engineers within the week. I called in July, told same thing. Then I called once a week to get update. Eventually someone came to check my roof. He explained don't need ...Read more
to go up there, all looks good. 2 weeks later installer came. Unpacked everything, goes up on roof, comes back down a d says, sorry we can't fit 5 panels, you can only have 19 panels so 6.46kw system. I asked him to wait while I called office. Office said they will rebate me $150. I cancelled. I then got Hello solar in, ended up with 8.8kw system for $200 less than sunterra with a 8kw inverter a.d 1 LG 13kwh battery. I also then found out that sunterra were supplying a 5kw inverter which was incorrect for my 7.92 system. Sunterra engineer was rude, non helpful, didn't care about my job, and never returned my calls. I have to thank Hello solar for coming in with a better quote and way quicker installation.Similar opinion? Write a review on ProductReview.com.au!
Tile roof was damaged during installation
My tile roof was damaged during the installation by their solar installer which is caused by collapsed our ceiling during rain. The installer tried to fix it by putting silicon and asked me if l still have tile roof spare! Not happy and would like to claim for repair of my roof.
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one happy customer
There was no contact after the initial consultation for a long while, so communnication with the customer could be better but on the day of the of the installation we couldn't fault them. The installers arrived on time, were very efficient and got the job done in good time, they were also very polite and worked so well together. Couldn't ask for any more as tradespeople, an excellent job done.
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Danny C.Greater Melbourne (Inner), VIC
Sales service
Sales services was fast, prompt, flexible and easy to communicate with. Prices were clearly broken down to understand. Opportunity was also provided to compare products and prices with other solar providers.
Would definitely continue to come back after this first successful installation.
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DisgruntledPerth, WA
- 2 reviews
- 2 likes
Poor customer service
System installed in March. System grid faults. Emailed Sunterra, no reply. Emailed inverter manufacturer and eventually a reply from Sunterra stating grid fault resolved.
In the past 3 months the output of the system has been a lot lower than the forecasts. On investigation it appears that string 2 is not outputting any power. Emailed Sunterra this morning (5th Aug). How long before they come back?
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Chris E.Murray Mallee, SA
- 2 reviews
Great value, ok overall service, but Longer than expected install timeframe
Sunterra came through in the end.
Polite customer support and simple upfront process to obtain a quote. Govt rebates where available are automatically applied to billable amount.
Only downside was time to wait for the install, and a longer than expected time to install. The installers did a nice neat job and included all electrical adjustments to make the battery system work. Customer service assistance after the install seems ok such as in terms of wanting to problem solve issues that arise.
Not 5 star given, only due to time taken to install battery system, but may be due to a surge of installs s a result of the Govt Grant.
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Value for money system
Very happy with the system and the installers were great. It did take a considerable amount of time for the system to be installed. But once we had it we are very happy. The app gives all the information we need and now looking forward to saving money.
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shakMurray Mallee, SA
10 out of 10 sales and service
Went to the office to see the bricks and mortar ( if they were real)- paid for the 6.6 with battery did all the paper work , they contacted me and the system was fitted by a top crew ... well done
1 comment
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Johnny TranMetropolitan Adelaide, SA
Incomplete Installation
Placed an order in early February, it's almost 4 months by now, and they only intalled an inverter last Thrusday without batteries. Sunttera, i want to know when you can deliver the batteries.
1 comment
Sunterra Customer CareSunterra
Sorry that there is a delay in the battery installation for you, as we have been waiting too long to have the new stock. The shipping delivery these days is more time-consuming given the virus. Once w... Read more
e have the new stock, we will come to you for battery installation. You will hear from us soon regarding the installation arrangement.Similar opinion? Write a review on ProductReview.com.au!
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Matt NaseefSouthern and Hills, SA
- 3 reviews
- 1 like
Never got my battery and now lost my $6000 rebate because Sunterra are hopeless!
After considering the $3000 more expensive Tesla system I ended up signing up with Sunterra purely because I could afford it, not because I thought it would be a better system.
I checked the reviews before signing & they weren't great, so I asked Sunterra about them and they agreed they had some but the explained that the voice of the angry, unhappy people was often the loudest, do I thought ok I will give them a go, what could I loose, $100 deposit maybe, worth the risk.
To cut a long story short, after I paid the deposit, that was the last I ...Read more
4 comments
Sunterra Customer CareSunterra
Hi Matthew, as can be found in my database that you have already canceled the installation with Sunterra. We are sorry to see that you choose to stop the service, which made our 2-month effort in netw... Read more
ork approval in vain. Sorry for the lack of communication between you and us and sorry for the long waiting in storage system installation as we have been waiting too long to have the new stock.It comes down to Sunterra's lack of communication really doesn't it, and it took a bad review to promt any response from your company about anything to do with my install or lack thereof.
Sunterra Customer CareSunterra
I am sorry that due to insufficient communication you have decided to cancel the PV system installation with Sunterra. Since the service is canceled, it is quite limited for us to make up for you.
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kapunda build
- 3 reviews
- 1 like
customer service is perthitic !!! BUT ???
Spent a longtime looking into this and thought ill go with Sunterra for battery's as I already have a 5.5kw system, spoke to sales and told me I will have power throughout the house except the oven and split system air con, all good at this point paid $100 deposit, after that its like I was never there, endless phone calls asking about installation date, told. Oh we will get someone to call you back today NO CALL. this went on for 4 months, at the end told them to stick it and cancelled and what a surprise they rang me that day and told me we...Read more
will be out in 4 days. So they came out but once they left I only had battery power to half the house, at this point I still had not paid for the system so they were back here so fast, electrician had a look and said this how it is, I told him that's not what sales told me and his reply was (sales will tell you anything they don't give a sh.t as long as they get the sale ), not happy !!!!! now have to get my electrician in to fix problem. On top of it all the battery IS connected to the split system after all and boy it drains the battery in 45mins . look im not saying not to use this company but just make sure all is as you want it before paying for the system4 comments
Sunterra Customer CareSunterra
Hi Kunpanda, sorry that there is a delay in the battery installation for you, as we have been waiting too long to have the new stock. We are now working on our process for better communication with ou... Read more
r customers. It won't take too long to reach better customer service.all good but while you where waiting for new stock this is when you sales team should have been on the phone advising customers of the delay, well we all lean from our mistakes
Sunterra Customer CareSunterra
I cannot agree with you more. We are now focusing more on the communications between all involved parties, to keep everyone updated in the loop is our new goal in customer service. We will try our best to achieve this goal.
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sanjeewasamMetropolitan Adelaide, SA
- 8 reviews
- 5 likes
Why take orders if you cannot deliver (see the update)
I placed the order end of Oct19. For my luck deposit was only $100. I cancelled another installation to take advantage of the battery pack offer.
Now it is 21 Feb 20. I was promised that before Xmas 2019 I would have the instillation complete including the battery system. I have been calling twice a month to follow up. Each time it get extended by 1/2-1 month. They way it is going it may be Xmas 2020???. What a Joke. Now you cannot get through to Adelaide team. The guy who sold (Sales Manager -Steve) does not want to talk to us and want us ...Read more
to deal with Adelaide Agent. We say companies in Asian countries are unreliable. Well see how Australian companies perform. Asian companies are much better. I do not know why government is not regulating this indutry enough. Just a joke. DO not order from these guys unless you have 6+ months to wait Updated 13/03/20 I got a call from Sunterra on 2nd evening offering to start the installation on 3rd (short notice due to a change of another instillation). I took up the offer. After 3 visits by different teams today the entire system was finally connected and working well. It is bit too early to say about the performance but I do get nice info from web interface etc. Workmanship as I can see is good despite annoyances of people rocking up unannounced etc to do parts of the job and it taking 2 weeks and 3 visits to complete (of course this is for a full system with batteries and blackout protection).1 comment
Sunterra Customer CareSunterra
Hi Sanjeewasam. Sorry that there is a delay in the battery installation for you, as we have been waiting too long to have the new stock. The shipping delivery these days is more time-consuming given t... Read more
he virus. We will try our best to reach better customer service and more closely communication between all the involved parties.Similar opinion? Write a review on ProductReview.com.au!
MargretMetropolitan Adelaide, SA
High quality, Well Priced 10/10
My grandma purchased a 6.6kw solar system from Sunterra a few months ago for her Adelaide home. And it has put her bill in minus which is sensational. Service was excellent. A family friend electrician looked over the install work once it was done and could not fault a thing and advised us that they had used high quality products. 10/10 highly recommend!
1 comment
Sunterra Customer CareSunterra
Thanks for these kind words, Margret. We will try harder to win more happy customers like you! Don't forget to get your referral fee if your friends signed with us.
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Matt M.Gippsland, VIC
Customer service doesn't exist!
Thought I had found the perfect deal with all the components I had hoped for at a really great price. Sales team was very helpful and polite. But once the deposit was paid it seems I was forgotten about and continually had to call to find out when i would get an install date. Was installed December and is operational but I am still not exporting excess power produced into the grid. I am still calling every few weeks as no one can provide me with an update or an estimate as to when the metering paperwork will be finalised. Very disappointed!!!
1 comment
Sunterra Customer CareSunterra
Hi Matt. Sorry that the service team in SA didn't reach you for a solution. Would you please let me know what happened and your account number with Sunterra? I will pass your request to our service te... Read more
am in other states to fix the issue. Sorry for the delay as our service team in SA is a little bit overwhelmed.Similar opinion? Write a review on ProductReview.com.au!
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Matt Thompson
- 3 reviews
Installation went well.
Installation went quite well. There were some later challenges with the metre box, however fortunately Sunterra were able to communicate with me on this and showed willingness to resolve the issue.
1 comment
Sunterra Customer CareSunterra
Hi Matt. Glad to know there is no unfixed issue left. We will try our best to reach better customer service and more closely communication between all the involved parties.
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Andrew HShelley, WA
- 3 reviews
- 3 likes
Price and installation were very good, but they now want me to pay $300 more than quoted
I had a standard 20 panel and 5kW 3-ph inverter installed. The price was very good. They originally quoted me a price that included $200 above the advertised price for being 3 phase. Then the salesman told me they could install a cheaper brand of panel that were the same technology, just new to the market so not proven. He told me they had a longer (15 year) warranty and were $500 cheaper. He then sent through another quote for $500 less. I asked them to proceed with this cheaper option, which they did. The installation went really well and th...Read more
e system has been performing well. Today (about 3 weeks after the install) I received a call from the same salesman saying he believed I was querying the bill. This was odd as I still hadn't received a bill. He then told me he that when he wrote the second quote, he had forgotten that my system was 3-phase and that he should have added $300 because it was 3-phase. But they had already factored this in. Surely the panels aren't 3-phase! It's all very strange. Has anyone else experienced anything like this?1 comment
Sunterra Customer CareSunterra
Hi Andrew. Would you please let me have your invoice number or Sunterra account number? I can have a check first to see why the invoice amount was not the same as promised.
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DiDiBuWheatbelt, WA
- 2 reviews
- 1 like
Customer Service
After submitting a detailed inquiry for a grid connect solar system with battery backup and wifi monitoring I got two replies and a quote that did not even cover the aspects I asked for.
3 comments
Sunterra Customer CareSunterra
Hi DiDiBu, would you please let me know your account number with Sunterra? I can then find your specific requests and then pass them to proper sales team for a detailed quote.
CRN30574
Sunterra Customer CareSunterra
Hi DiDiBu, our customer care officer will come back to you shortly via the email.
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yogendraGreater Melbourne (Outer), VIC
- 2 reviews
- 4 likes
Product Review doesn't allow to provide below 1 star!
Currently Sunterra doesn't have any capacity to take new customers on board. They are flat out till February-march or god knows till what date. I have been waiting for last 2 months, first the national shortage of Fronius, then I agreed to change my interverter brand so as to installation gets quicker, but the service is pathetic, for last 1 week they are saying they are trying to get hold of their installer.
Stay away with Sunterra. Sales are just concered to sale. SERVICE IS PATHETIC.
1 comment
Sunterra Customer CareSunterra
Hi Yogendra. The installation can only be arranged when the network connection is approved. Even in VIC, sometimes, it does take more than a week to get this approval. I am not sure whether your syst... Read more
em is installed or not as based on this name, there is nothing in my database. Would you please let me know your account number with Sunterra? So I can get more details to help with.Similar opinion? Write a review on ProductReview.com.au!
StrathalbynSouthern and Hills, SA
- 2 reviews
Poor performance from system. Kept shutting down all the time.
Installer did not set country of origin or correct voltage. System installed 18 months ago. Had to contact ABB inverter company to reset . Sunterra do not care.
They knew of the problem but did nothing to fix. Contaced twice ,but not interested to even respond.
1 comment
Sunterra Customer CareSunterra
Hi Strathalbyn. Based on your words, I believe you have experience the grid voltage issue. However, this issue cannot be rectified by Sunterra. It is the issue from the grid. Only the inverter manufac... Read more
turer has access to the inverter setting. Sunterra, being the installation company does not have that authorization to change any settings on the inverter. Therefore, we have been trying our best to contact the inverter manufacturer for solutions. Sorry that we should have involved you in the loop regarding all the communications between us and ABB.Similar opinion? Write a review on ProductReview.com.au!
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Details
Category | Solar Panel Installers and Solar Retailers |
---|---|
After Sales Service | Yes |
Services Provided | Installer and Solar Product Retailer |
Clean Energy Council Member | No |
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Sunterra Customer CareSunterra
Thanks, Shak for these kind words. We will try harder to win more happy customers like you.