Worst customer service possible
Ordered solar panels in 2015 while the solar panels were being installed the installer drilled a hole through a water pipe I knew this because the brick started to look damp, I got a plumber to fix this problem and a handyman to fill sand and paint the hole. While the company has paid half of these costs the other half remains unpaid.
Tried to call this company numerous times and every time has got the runaround.
Long wait time for customer service to respond but great outcome from True Value Solar.
Hi, initially the customer service phone service was dreadful, possibly the worst I've experienced in any purchase. After two weeks of constant phone calls and emails without help, I finally got hold of [name removed] who works for True Value. [name removed] has done everything he promised, he honoured our warranty for faulty panels from 2011. [name removed] phoned me regularly explaining the next steps, sent out a technician to assess our panels and has now organised the replacement of our faulty panels. We are so grateful for the professional support we received from [name removed] at True Value, without him I think I would still be left sitting "on hold". So the end result for us has been great, just a very rocky start which [name removed] thankfully rectified.
Broken tiles and no repairs
This was done back in 2014. I'm still dealing with the repercussions. Just felt like writing a review now.
Anyway. They came and installed the panels and left some broken tiles. This was done during the summer which doesn't rain much in Perth. It took me a while to notice the leaking because the leaking was small and I have insulation. When winter came and after there was enough water to sip through the insulation it started staining my Gyprock ceiling. I took them to consumer protection and they just denied everything. Went on this battle for a while.
Anyway, don't ever use them. I'm still dealing with it now and it will cost me a fortune to fix it. A lot more than what the panels are saving in electricity that's for sure.
We had a ten panel system installed some years ago, but my elderly mother-in-law had not realized that it has never worked. It turns out that the ten micro-inverters were all faulty. It is staggering how expert the ‘True Value’ team are at procrastinating – they talk the talk, but nothing happens. If someone says they will ring you back – they almost certainly won’t. I get the impression that nothing meaningful can be achieved without the CEO’s approval. (I’ve been told that they will talk to him about our problem, but he’s not here this morning.)
I have diarised 23 phone calls to TVS since Jan 2018. That means hours of torture by the meaningless drivel on their recorded message – the ‘Platinum Package’ is obviously much better than the ‘Ultimate Package’- this is clear to the conversants just from the name. ‘Five kilowatts of energy’ gets a mention too. (You would hope they know that kilowatt is not a unit of energy – it’s power!). You can have all this in fewer steps than tying a Windsor knot.
Our despair had us very close to contacting Consumer Affairs Victoria and/or our lawyers but, after eight months of stress and wasted time, TVS finally approved installation under warranty of a replacement inverter. Even that did not go smoothly, but it is now done and working as it should have been years ago. There must be many companies who will do a much better job than True Value Solar. I would not recommend them to anyone.
Awful customer service.
We recently had our system installed. We paid upfront thinking this would make things quicker. It didn't. It's been 3 months...the panels were installed 4 weeks ago and there STILL hasn't been someone out to inspect and connect it all. No one will answer calls or anything. It's ridiculous. Honestly wish I'd gone elsewhere. I think I'll be contacting VCAT.
Execelent Service - True Solar- Value for money.
Fast and Furious installation process without any delays and excellent customer service. All staff are very helpful and cooperative. No issues so far, don’t think I will have in future too.
Clean Neat timely Hssle Free Install
Kane and Matt from DMA Electrical installed my 5kw 17 panel system yesterday and did a great job. Nothing was a problem and answered any questions I had with pleasure. Very neat install and timely. Keep these guys installing True value. Happy with the process and all aspects of purchase. Well done Kane, Matt, Yunoos and George. Cheers
Absolutely incompetent and still holding onto deposit after cancellation.
I ordered two seperate systems for two seperate properties. This proved far too difficult to manage with many a delay hundreds of phone calls and the site assessor not adhering to scheduled time frame becoming disgruntled and turning power off to house and existing solar array(installed by Tvs 2012). Resulting in spoiled food and solar inactive for 2 months only realised when electric bill received. Nathan Greenhill was the technician who done this captured on home cctv. Absolute cowboys with poor business practices and currently breaching consumer law by withholding deposit. Preparing civil litigation against this company and its practices....Be warned.....
Repeated problems, but eventually fixed.
Repeated issues with inverters failing and a CarbonTrack system that was connected to the 2G network. To their credit they do their job of fixing these issues eventually however it would be nice if their were fewer problems.
It's good to deal with professionals
I have purchased a domestic solar configuration from True Value Solar. I wish to thank TVS for providing a thoroughly professional experience:
• At all times, my service representative, Yunoos, was courteous, helpful and supportive without being “pushy”. His response to any questions was rapid, thorough and helpful.
• Everything that was promised happened as and when it was promised
• The negotiations were fair and balanced, and left me feeling that I got a good deal
• Yunoos did not criticize competitors, and I can’t say the same for others. (One competitor, rather inadvisably as it turns out, suggested I read reviews about True Value Solar before making a decision. While there was some negative reporting for TVS, the reviews of his company were worse!)
• The install team was courteous, efficient and responsive to our needs. There was virtually no disruption to us during the installation process.
• The installation was very professional with very good attention to detail – down to little things like the aesthetics of the installation
o Discreet placement
o a minimum of visible cabling
o the inverter perfectly aligned – i.e. no skew
• By my calculation, based on current costs and anticipated usage, we expect the system to be paid down within 3 years and then to receive many years of positive benefit.
• Yunoos helped sort out the complexity of the approvals and “go live” process
• There were some early teething problems, and True Value worked through the issues with me, working with me through the monitoring process, even sending out a service technician to verify on-site. It turned out that there was nothing wrong with the system that I had bought from True Value Solar, it was a problem with the voltage levels being fed to my property from the grid. Once identified it was easily and quickly resolved. It was sorted in a few days of the go live date.
• General Manager Adam followed up daily through this process, and managed the process through to the right outcome.
I have been impressed with the whole experience. I think it’s a measure of a company that they re-double their efforts when there are issues. This was certainly the case with True Value Solar. To Adam and the team, thank you. All in all, a pleasant experience. I highly recommend True Value Solar.
Couldn't be happier with my solar purchase from True Value Solar.
From the first phone call to the final day of installation, I have had my questions answered and the full process explained all along the way. I was contacted for all the inspections and the guys were always on time when they said they would come. That in itself was marvellous, as I have had many other workman who do not show up when they say. The installers were professional and courteous and cleaned up after themselves, which was marvellous. The system was explained and I felt that if I had a problem I could call and ask anytime and not feel like a dunce. I thank you True Value Solar for a very nice experience and would not hesitate to recommend your whole company from the sales man on the phone to the installation man at my home.
Terrible after service
I purchased 2 x 5kw systems and one of the inverters died after a couple of months, no problem these things happen. TVS acknowledged there was a problem and emailed me back to say that at technician would be out within 6 weeks. I received no call or anything so I called back 7 weeks later they assured me it would be sorted by the end of the week anyway after 3 months and dozens of phone calls a tech finally fixed the system I missed out on the entire summer of solar. My biggest issue was the amount of times I was told I would receive a callback to arrange a time and didn’t even get a callback or email (at least 20 times) it wasn’t until I began calling them 2x per day every day that a they finally sent a tech out with no appointment it was lucky my wife was home on the day to let them in.
True Value Solar. Brilliant!!!
From the moment I enquired about Solar Panels, I found True Value the easiest to deal with, the most professional and the most knowledgeable. I was very impressed and they were the most price competitive for my 6.2kw system. I was constantly updated via phone calls as to the process and installation dates (which I changed twice), and nothing was too much. The installers were on time and very professional also. Everything was cleaned up and explained prior to leaving. I am very happy and highly recommend True Value Solar. Thank you.
Could have been Excellent Service!!
Overall the service and install were very good except for one unfortunate incident. The contact for getting the quote, change of quote (from a Chinese inverter to a Fronius - which is far better quality), arranging site inspection and panel installation all ran very smoothly. The installers were very professional, careful and show great care before and during installation, even recommending a different configuration to the site inspector. Had a significant issue though in that scheduler made a mistake of not arranging installer for my original install date (a weekday which I stayed at home from work!). Made it up by agreeing to install on a Saturday without additional cost! Overall quite satisfied with my experience.
Stay far away
2 months after they got a deposit i decided to cancel as no progress was made. I made easily 15 phone calls to try to move things along- So many promises that didn't eventuate. Cancelled the job due to a lack of confidence. Only got a $51 refund apparently due to being outside the cooling off period but i was never provided this advice nor is it on their site. Made a formal complaint to them and they didn't respond at all not complying with their own complaint acknowledgement timeframe. Went to Fair Trading and was advised that they too weren’t responded too within the required timeframe. I was advised by Fair Trading to go to the ACCC- cant be bothered! Such a disrespectful company with poor systems and processes but some good staff trying to make it all work for customers. I am happy to recommend Energus instead. Great product, great communication and timely service.
Customer Service Guaranteed
True Value Solar have been an absolute pleasure to deal with, from the very first phone call their staff were very knowledge and helpful. As you know Solar as an expensive investment and I did allot of research over a couple of months and True Value Solar came up trumps, I rang them so many times to ask questions and it was never an issue they were friendly and very happy to help me walk through every step so I had a good understanding of how it all worked.
Very professional at all times the installers were very confident and knowledgeable they explained everything and cleaned up after themselves.
If you’re looking for Solar for you place look no further these guys will have you covered, they won’t talk at you or push you into something you don’t want AMAZING customer service team!! Keep up the good work guys I have recommended to my family and friends.
Very good service
True Value Solar was very professional at all times and true to all dates from initial contact to installation. Their phone manner and follow ups made you feel like a real customer, something missing in businesses today. The installers, Jack and Jim made you feel confident with what they were doing, explained everything and cleaned up any rubbishy left before they left. Thanks guys!
True value solar were great to deal with. The installers were very professional and courteous, which was much appreciated. Absolutely no hesitation in recommending them to a friend.
Would never recommend or use again.
System installed by a Franchise from Rockhampton. Had to upgrade switchboard as a part of the process. Hot water System was wired incorrectly into normal tariff circuit and not off peak. Took 2 months of chasing up and $$$ in extra electricity cost which was never refunded.
System ran fine for 2 yrs and then the Franchisee contacted me to conduct a clean and inspection $300 to maintain my warranty which i payed for and was completed. However I never received the promised thermal camera images or customer report on system.
3 Yrs later I organised a local solar panel installer to clean the panels and inspect them. After cleaning they issued me a report informing me that 11 of the Panels in my array had Microfractures and where a fire hazard.
I immediately contacted the Franchisee who told me to contact True Value Solar for the Warranty.
I contacted True Value Solar and forwarded them the Report re the Microfractures and was informed that in their opinion the damage was only cosmetic.
2 Months later my Inverter Failed. As it was out of Warranty I asked True Value to Quote me a new Inverter. Which they did but with the Caveat that an installer had to come from Brisbane to install it. (at $1000) I purchased and had installed an inverter from a Local Supplier. However on installation they found that one of the Strings of Panels had an Isolation Fault and was not supplying Power.
I have been constantly trying to get True Value to come and look at my panels and accept that their is an issue. They do not respond to emails and are nearly impossible to get on the phone. Their support number asks you to leave a message and then just hangs up before you can leave anything. They demanded a $250 service fee to come and look at the panels but even though I have payed it over a month ago they have not acknowledged receipt of the payment or organised anyone to come and inspect. I have even contacted the Office of Fair Trading in QLD who have been trying to contact True Value on my Behalf and they have been having the same issue regarding response to emails etc.
The last email received after 6 months of back an forth states that True Value don't have a record of the order and that I need to contact the Franchisee in regards to the Warranty. I have installation documents cleary stating it was True Value.
This delay is costing me $1000's of dollars in input credits at 44c.
G K Ebert
Looking Forward to free Electricity
Today (22/6/2018) we have had a solar power package installed by True Value. Our experience through the purchase and installation has been simple,friendly,and speedy. Installation was completed efficiently by Jack & Jim, really nice guys they worked extremely well & friendly. Our sales person Adam has made our purchase and install a happy experience. We had great communication. I have read the negative reviews & I'm looking forward to being able to provide after sale positive review. Glenis & Krystie Ebert
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