DEINSTALLED AND MONTHLY PREMIUM STILL DEDUCTED
We installed the Large Solar system on 27 July. On the day of the installation they informed us that the geyser and stove cannot be added to the system and will run off Eskom directly. I queried this several times, after we decided to remove the system as we did not receive the system as advertised. They tried convincing us to keep the system where they will add the geyser to benefit from having the system and it was stated that they will give us a "free" month if we keep the system after they fix this. We decided to go ahead with the removal of the system. I instructed them NOT to deduct the R2900.00 for September as we already paid the R30 000.00 deinstallation fee, but the continued to deduct the R2900.00 for a month we won't use their system.
See timeline below:
27 July 2023 - Installed (R2900.00 paid for installation and R2900.00 paid for the month of August) 21 August 2023 - Cancelled via phone calls and emails 25 August 2023 - PAID R30 000 for deinstallation 27 August 2023 - Notification of removal of system from GoSolr 28 August 2023 - System removed between 8:15 and 10:15 am 28 August 2023 - Debit order went off of R2900.00 at 20:45 (For the month of September which we won't have the system)
I requested the debit order to be stopped and will contact the bank to query this as this R2900.00 is not stipulated to go off after deinstallation in the contract. We paid the R30 000.00!!!! Why deduct R2900.00 for a month we won't have it?????
GoSolr, you need to pay the R2900.00 back into our account or I will contact the Ombudsman tomorrow if we do not receive our money back before 12:00 mid-day.
We are sincerely sorry for the frustrations you have felt experienced. We are swiftly moving forward to have this dealt with as soon as possible to have your money returned as you have de-installed.
With regards to the geyser, the system assists the geyser during the daylight hours but it is not attached to the battery backup. This would entail you having the best benefit from the system during daytime hours, a geyser will deplete the battery backup as it draws lots of energy. We also state this as a non essential on our backup vs non-backup list, hence it is not attached to the battery backup. It is however attached to the system as a excess power would be directed from the panels to the geyser. We hope this gives insight to how our system helps every household.
Once again, we sincerely apologise for your issues incurred and will have a representative contact you as soon as we can.
Regards,
Gosolr Team Management
We are sincerely sorry for the frustrations you have felt experienced. We are swiftly moving forward to have this dealt with as soon as possible to have your money returned as you have de-installed.
With regards to the geyser, the system assists the geyser during the daylight hours but it is not attached to the battery backup. This would entail you having the best benefit from the system during daytime hours, a geyser will deplete the battery backup as it draws lots of energy. We also state this as a non essential on our backup vs non-backup list, hence it is not attached to the battery backup. It is however attached to the system as a excess power would be directed from the panels to the geyser. We hope this gives insight to how our system helps every household.
Once again, we sincerely apologise for your issues incurred and will have a representative contact you as soon as we can.
Regards,
Gosolr Team Management
Thank you for you response.
I see your response: "It is however attached to the system as a excess power would be directed from the panels to the geyser." Our system was not connected to our solar panels at all. I am not going to discuss this any further as this is the reason why we de-installed and paid the R30 000 de-installation fee.
When can we expect the payment of R2900.00 to be paid back to us? Please provide me with a date.
Thank you.
Thank you for you response.
I see your response: "It is however attached to the system as a excess power would be directed from the panels to the geyser." Our system was not connected to our solar panels at all. I am not going to discuss this any further as this is the reason why we de-installed and paid the R30 000 de-installation fee.
When can we expect the payment of R2900.00 to be paid back to us? Please provide me with a date.
Thank you.
We understand and apologise for any miscommunications on our part.
We are working internally to have this resolved as soon as possible considering the urgency however no date as of yet. We will have a representative contact you as soon as possible regarding this.
Regards,
Gosolr Team Management
We understand and apologise for any miscommunications on our part.
We are working internally to have this resolved as soon as possible considering the urgency however no date as of yet. We will have a representative contact you as soon as possible regarding this.
Regards,
Gosolr Team Management
We apolosie for the delay. This is being dealt with urgently internally and we will come back to you.
Regards
Gosolr Team Management
We apolosie for the delay. This is being dealt with urgently internally and we will come back to you.
Regards
Gosolr Team Management