Disappointed by GoSolr's Handling of Contract Cancellation and Billing

If there were an option to give zero stars, I would seriously consider it. After this experience, I have unfortunately lost confidence in GoSolr's customer service and contract management processes.

I was a GoSolr customer for more than 3.5 years at my previous residence, which is well beyond the minimum contract term. At that point, the agreement had moved onto a month-to-month basis, allowing cancellation on one month's notice, subject to a de-installation fee of approximately R10,000.

Earlier this year, I sold the property where the GoSolr system was installed. Throughout the sale process, I kept GoSolr informed that the property had been sold and that we would be vacating the home. We would be renting elsewhere while our new home was being built, and the intention was to re-engage GoSolr at our new residence once construction was complete.

To make the transition seamless, we even introduced GoSolr to the new homeowner, who initially confirmed that they intended taking over the existing contract once the transfer was completed. Based on these discussions, it appeared that a practical solution had been reached.

However, on 31 July, the new homeowner informed me that they had decided not to proceed with GoSolr after all. Since then, I have had very little visibility regarding what actions GoSolr took. From what I understand, the de-installation process was delayed while attempts were being made to retain the new owner as a customer.

My main concern arose when GoSolr attempted to debit my account on 26 August for what I assume were August service fees. By that stage, I was no longer living at the property, ownership had transferred, and GoSolr had long been aware of the sale and the circumstances surrounding the property handover.

Believing the debit to be an error, I reversed the transaction and immediately provided GoSolr with a full explanation via email. The entire history is documented and has been communicated to them on several occasions.

Instead of engaging with the facts of the matter, the only response I have received is a repeated invoice stating that I remain liable for the charges. To make matters worse, it now appears that I have been handed over to collections for the reversed debit order.

What is most disappointing is the lack of meaningful engagement or effort to resolve the situation despite the extensive communication and notice that was provided. I genuinely intended using GoSolr again for my new home, but this experience has completely changed my perception of the company.

I am simply looking for a fair resolution, taking into account the fact that I acted in good faith, provided advance notice, facilitated contact with the new owner, and kept GoSolr informed throughout the process. Unfortunately, instead of receiving assistance, I have been treated as though I ignored my obligations, which is far from the reality of what occurred.

Based on my experience, I cannot recommend GoSolr's customer service or contract cancellation process.