LT
Lauren T
1 reviews | Active since May 2013
11 Sept 2024, 10:18
Deceiving
A warning to potential customers to read the fine print before paying their deposit. I had the misfortune of being **** to by their sales staff in the instance of compliance with City of Jhb. I told him I was moving to prepaid electricity and he said that was ok but if you read the compliance requirement of City of JHB you must be postpaid and if you don't have a smart meter it will cost you another R6 - R7 000 to install that and you would lose the fee you just paid for a prepaid meter. I had already paid their deposit and now cannot get my deposit back from them. Every time I ask I am told they will enquire where it is. Also read the fine print as they say you can cancel your service at any time but you will have to pay for them a large amount to remove their equipment and you can buy the system but the cost is astronomical. Be careful! you are locked in if you sign with them.
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Replies (3)
GoSolr's replyOfficial
11 Sept 2024, 11:45Hi Lauren,
Thank you for sharing your concerns. We understand your frustration regarding the situation and want to assist you further. Could you please provide us with the contact details associated with your account? This will help us look into your case more effectively.
We want to clarify that during our onboarding process, we make sure to inform all our customers about the requirements and consequences of installing solar, including the details related to your electricity provider. This is outlined in a separate document that customers sign, ensuring they are fully aware of the requirements before proceeding.
Regarding the deinstallation fee, it is indeed a standard part of our service agreement and is clearly extracted from the contract. Customers also need to acknowledge this by ticking a box during the agreement process. We believe in full transparency and aim to ensure that all our customers are well-informed about all potential costs from the start.
Rest assured, we will look into your feedback and address any issues you’ve raised.
Sincerely,
GoSolr Team Management
Thank you for sharing your concerns. We understand your frustration regarding the situation and want to assist you further. Could you please provide us with the contact details associated with your account? This will help us look into your case more effectively.
We want to clarify that during our onboarding process, we make sure to inform all our customers about the requirements and consequences of installing solar, including the details related to your electricity provider. This is outlined in a separate document that customers sign, ensuring they are fully aware of the requirements before proceeding.
Regarding the deinstallation fee, it is indeed a standard part of our service agreement and is clearly extracted from the contract. Customers also need to acknowledge this by ticking a box during the agreement process. We believe in full transparency and aim to ensure that all our customers are well-informed about all potential costs from the start.
Rest assured, we will look into your feedback and address any issues you’ve raised.
Sincerely,
GoSolr Team Management
GoSolr's reply11 Sept 2024, 11:45
Official
Hi Lauren,
Thank you for sharing your concerns. We understand your frustration regarding the situation and want to assist you further. Could you please provide us with the contact details associated with your account? This will help us look into your case more effectively.
We want to clarify that during our onboarding process, we make sure to inform all our customers about the requirements and consequences of installing solar, including the details related to your electricity provider. This is outlined in a separate document that customers sign, ensuring they are fully aware of the requirements before proceeding.
Regarding the deinstallation fee, it is indeed a standard part of our service agreement and is clearly extracted from the contract. Customers also need to acknowledge this by ticking a box during the agreement process. We believe in full transparency and aim to ensure that all our customers are well-informed about all potential costs from the start.
Rest assured, we will look into your feedback and address any issues you’ve raised.
Sincerely,
GoSolr Team Management
Thank you for sharing your concerns. We understand your frustration regarding the situation and want to assist you further. Could you please provide us with the contact details associated with your account? This will help us look into your case more effectively.
We want to clarify that during our onboarding process, we make sure to inform all our customers about the requirements and consequences of installing solar, including the details related to your electricity provider. This is outlined in a separate document that customers sign, ensuring they are fully aware of the requirements before proceeding.
Regarding the deinstallation fee, it is indeed a standard part of our service agreement and is clearly extracted from the contract. Customers also need to acknowledge this by ticking a box during the agreement process. We believe in full transparency and aim to ensure that all our customers are well-informed about all potential costs from the start.
Rest assured, we will look into your feedback and address any issues you’ve raised.
Sincerely,
GoSolr Team Management
LT
Lauren T's updateReviewer Update
12 Sept 2024, 14:42Potential customers beware. You have my details and I get tired of explaining the situation. Funny how they send you messages that they have tried to get hold of me but that is nonsense. Still the same story on repeat. I beg to differ that you do not inform potential customers of the requirements while they are doing the application as I expressly told your salesman that I was applying for prepaid and he checked and said that was fine. He never once mentioned that I would have to go back to postpaid and have to install another meter again. But you are skirting around the issue that I have still not received a refund. I was told that they missed the deadline and that it was waiting for authorisation yesterday. Today I was assured it would be done again but still nothing. Waiting for the next excuse. watch this space.
LT
Lauren T's update12 Sept 2024, 14:42
Reviewer Update
Potential customers beware. You have my details and I get tired of explaining the situation. Funny how they send you messages that they have tried to get hold of me but that is nonsense. Still the same story on repeat. I beg to differ that you do not inform potential customers of the requirements while they are doing the application as I expressly told your salesman that I was applying for prepaid and he checked and said that was fine. He never once mentioned that I would have to go back to postpaid and have to install another meter again. But you are skirting around the issue that I have still not received a refund. I was told that they missed the deadline and that it was waiting for authorisation yesterday. Today I was assured it would be done again but still nothing. Waiting for the next excuse. watch this space.
GoSolr's replyOfficial
12 Sept 2024, 15:18Hi Lauren,
Thank you for your feedback. It has been forwarded to the team handling your case.
Sincerely,
GoSolr Team Management
Thank you for your feedback. It has been forwarded to the team handling your case.
Sincerely,
GoSolr Team Management
GoSolr's reply12 Sept 2024, 15:18
Official
Hi Lauren,
Thank you for your feedback. It has been forwarded to the team handling your case.
Sincerely,
GoSolr Team Management
Thank you for your feedback. It has been forwarded to the team handling your case.
Sincerely,
GoSolr Team Management