LM
Leona M
1 reviews | Active since Jan 2020
05 Jun 2026, 14:04
Appalling Customer Service
Appalling service levels, it's coming up to a month that my panels have been damaged and blown off my roof and they do not respond to phone calls or emails.
Helpful (0)
Replies (7)0
Replies (7)LM
Leona M's updateReviewer Update
05 Jun 2026, 14:05 I have been trying to call your support desk since Thursday last week and I am on hold for nearly 5-10mins each time and I am unable to speak to a support staff member as my calls are going unanswered. I need to speak to you or your manager URGENTLY as it is now going on 4 weeks down the line and I don’t have a working system. The waterproofing damage needs to be paid for by GoSolar as the installation was not correct as per assessor from OUTsurance's feedback and aligning with Fynbos Solar’s feedback when they came to remove the panels on the 12 May'26 - I have emailed the quote from my waterproofing company. Gosolar is very quick to take my money but it takes over 4weeks to sort out the damaged waterproofing and panels. I have emailed pictures, reports and quotes to Claude Matassa a Customer Service Agent repeatedly for the past 4weeks and the last response I received was on the 25th May'26 when he asked me to let him know via email as to what work that needs to be done before panel replacement proceeds - which I have told him and radio silence.
LM
Leona M's update05 Jun 2026, 14:05
Reviewer Update
I have been trying to call your support desk since Thursday last week and I am on hold for nearly 5-10mins each time and I am unable to speak to a support staff member as my calls are going unanswered. I need to speak to you or your manager URGENTLY as it is now going on 4 weeks down the line and I don’t have a working system. The waterproofing damage needs to be paid for by GoSolar as the installation was not correct as per assessor from OUTsurance's feedback and aligning with Fynbos Solar’s feedback when they came to remove the panels on the 12 May'26 - I have emailed the quote from my waterproofing company. Gosolar is very quick to take my money but it takes over 4weeks to sort out the damaged waterproofing and panels. I have emailed pictures, reports and quotes to Claude Matassa a Customer Service Agent repeatedly for the past 4weeks and the last response I received was on the 25th May'26 when he asked me to let him know via email as to what work that needs to be done before panel replacement proceeds - which I have told him and radio silence.
GoSolr's replyOfficial
05 Jun 2026, 14:22Hi Leona,
Thank you for reaching out. We fully understand how incredibly frustrating it must be.
We hear you, and we understand the urgency of your situation. This has been escalated to our senior team as a matter of priority, and a member of our team will contact you directly to take ownership and work towards a resolution without further delay.
Kind regards,
The GoSolr Team
Thank you for reaching out. We fully understand how incredibly frustrating it must be.
We hear you, and we understand the urgency of your situation. This has been escalated to our senior team as a matter of priority, and a member of our team will contact you directly to take ownership and work towards a resolution without further delay.
Kind regards,
The GoSolr Team
GoSolr's reply05 Jun 2026, 14:22
Official
Hi Leona,
Thank you for reaching out. We fully understand how incredibly frustrating it must be.
We hear you, and we understand the urgency of your situation. This has been escalated to our senior team as a matter of priority, and a member of our team will contact you directly to take ownership and work towards a resolution without further delay.
Kind regards,
The GoSolr Team
Thank you for reaching out. We fully understand how incredibly frustrating it must be.
We hear you, and we understand the urgency of your situation. This has been escalated to our senior team as a matter of priority, and a member of our team will contact you directly to take ownership and work towards a resolution without further delay.
Kind regards,
The GoSolr Team
LM
Leona M's updateReviewer Update
09 Jun 2026, 12:01 Hi Chenice, What is happening, you promised me I would have everything confirmed by Monday 08th – we are now going into Tuesday afternoon - 09th June?
LM
Leona M's update09 Jun 2026, 12:01
Reviewer Update
Hi Chenice, What is happening, you promised me I would have everything confirmed by Monday 08th – we are now going into Tuesday afternoon - 09th June?
GoSolr's replyOfficial
09 Jun 2026, 15:40Hi Leona,
We can confirm that contact will be made via email today by 4pm.
We can confirm that contact will be made via email today by 4pm.
GoSolr's reply09 Jun 2026, 15:40
Official
Hi Leona,
We can confirm that contact will be made via email today by 4pm.
We can confirm that contact will be made via email today by 4pm.
LM
Leona M's updateReviewer Update
09 Jun 2026, 16:10Hi Chenice, I can confirm that it is now 4:10pm and I have not received an email. Same situation and excuse you gave me on Friday.
LM
Leona M's update09 Jun 2026, 16:10
Reviewer Update
Hi Chenice, I can confirm that it is now 4:10pm and I have not received an email. Same situation and excuse you gave me on Friday.
GoSolr's replyOfficial
10 Jun 2026, 10:35Hi Leona, thank you for following up. Chenice has sent the email. Please kindly check your spam or junk folder as it may have landed there. If you are still unable to locate it, please let us know and we will make sure it gets to you.
GoSolr's reply10 Jun 2026, 10:35
Official
Hi Leona, thank you for following up. Chenice has sent the email. Please kindly check your spam or junk folder as it may have landed there. If you are still unable to locate it, please let us know and we will make sure it gets to you.
LM
Leona M's updateReviewer Update
18 Jun 2026, 12:56So latest update from GoSolar...the report that Akha emailed me (was not discussed with me) was not for my solar panels which were blown off my roof and the serial numbers for the panels on the report where also not for my panels. I am now dealing with a 3rd person and all they keep doing is give me the run around - still no call from a manager and it has been over a month that I am paying for a system that isn't working....
Hi Leona,
I trust this email finds you well. Sorry about the damage to your panel.
As discussed, please see the attached damage report to share with your insurance to log the insurance claim, please note that our finance team has shared an invoice as well for the damaged panel please share both these documents with your insurance and once the insurance claim has been processed, please send us the POP and our installers will come and replace the damaged unit.
Thank you.Best regards, Akha Zokufa
Customer Service Agent
Hi Leona,
I trust this email finds you well. Sorry about the damage to your panel.
As discussed, please see the attached damage report to share with your insurance to log the insurance claim, please note that our finance team has shared an invoice as well for the damaged panel please share both these documents with your insurance and once the insurance claim has been processed, please send us the POP and our installers will come and replace the damaged unit.
Thank you.Best regards, Akha Zokufa
Customer Service Agent
LM
Leona M's update18 Jun 2026, 12:56
Reviewer Update
So latest update from GoSolar...the report that Akha emailed me (was not discussed with me) was not for my solar panels which were blown off my roof and the serial numbers for the panels on the report where also not for my panels. I am now dealing with a 3rd person and all they keep doing is give me the run around - still no call from a manager and it has been over a month that I am paying for a system that isn't working....
Hi Leona,
I trust this email finds you well. Sorry about the damage to your panel.
As discussed, please see the attached damage report to share with your insurance to log the insurance claim, please note that our finance team has shared an invoice as well for the damaged panel please share both these documents with your insurance and once the insurance claim has been processed, please send us the POP and our installers will come and replace the damaged unit.
Thank you.Best regards, Akha Zokufa
Customer Service Agent
Hi Leona,
I trust this email finds you well. Sorry about the damage to your panel.
As discussed, please see the attached damage report to share with your insurance to log the insurance claim, please note that our finance team has shared an invoice as well for the damaged panel please share both these documents with your insurance and once the insurance claim has been processed, please send us the POP and our installers will come and replace the damaged unit.
Thank you.Best regards, Akha Zokufa
Customer Service Agent