Bad Communication. Unreliable.

<div>I do not recommend Sun Smart Solar. This is my review on my experience with this company.

I hope to be as clear and accurate as possible in this review, and not too emotional and including personal attacks, as this is a business transaction that in my opinion has gone wrong. I would like to start by saying that usually I do not fall victim of ****s or illicit business practices. I’m an average ‘Joe’ doing average ‘Joe’ things. I started investigating a Solar PV system in October 2022 and did my due diligence knowing that there would be businesses that would operate using bad business practices due to the new ‘gold rush’ in South Africa caused by the fear of Load shedding Stage 8 and the possibility of a ‘black out’.

My first contact with ‘Grant’ from Sun Smart solar was in December 2022. He called me after I sent an email about an Essential Package listed on their site. I must’ve asked over 22 questions about solar PV and the reputation of the company. He mentioned that they started out as Heat Smart installing heat pump for pools and at that stage, they had an office in Paarden Eiland. At this stage it all sounded legit and like they knew what they were doing and because I spoke to an actual person, my Spidey senses switched off a little. I was still trying to secure finance at that stage and left it until the new year.

In early January 2023, I contacted the ‘office’ via email, and I enquired about placing an order. I wanted to customize the system and wanted an 8kW inverter. I was sent a quote on 12th Jan 2023, with the quote number QU-S1001-26A to the value of R141 680. I sent an email asking if I could pay a deposit of R60 000. The person ‘Michelle’ rep**** to my email that she had spoken to Grant, and he agreed to that amount. I paid the deposit of R60 000 on 16th January 2023

Long story short, it is the 02nd August 2023 and I have not received any installation or refund. (Update OCT 2023)

I have email proof of over 40 emails, an average of 4 emails per month. I have WhatsApp messages with both John, since 27th March 2023, and WhatsApp messages with ‘Grant’, since 19th February 2023. Let me tell you I’ve heard it all and let me list a few of the reasons why there is a delay installation and some of them may resonate with you “My team has let me down” “We are waiting for the shipment of batteries” (this was true for a while) “The Ship is in the harbour, but SARS won’t release it.” “SolarMD couldn’t deliver batteries and they owe me R5 million” (possibly true) “Volta batteries will be launched on 6th March and you’ll get the first battery” “We have just signed Rawson Properties, but that wont delay your installation” “Load shedding stage 6” “I’m in Knysna this week” “Waiting for batteries to be released” “The winter weather in Cape Town came early this year”etc etc

I have voice notes, email proof, WhatsApp messages … the only thing that I don’t have is a Solar PV installation or a refund. On the 8th May 2023, I asked for a refund. I wanted to move on from this and try and find another solution. I was sent a message on 16th May 2023, that and I quote, “I can refund no issues, send an email to Michelle ***”

It is now August 2023 and I have not received a refund. (Update OCT 2023)

What is more interesting, is that I met John. He sponsors a local rugby club, ****il recently). I used to see him quite regularly at the club because our sons both play for the junior teams, U13 and U14. We had a few chats in person, so I know that he is a real person. It’s one of the reasons that it took me so long to post this review. I’m at wits end.

In my last email to Shandre, who is the new ‘Michelle’, dated 30th June 2023, I enquired again about the refund, and she rep**** that “Will send your credit note and the date will be on their for the payment date to be refunded into your account.” … ek wag nog steeds. The second last email I received from Shandre was on 05th July 2023, saying that, the will refund, ‘From the 10th to the 14th July. It takes this long because we pay the suppliers for stock, then we need to return and request refunds. So that we can do refunds requested.’

After a week of following up, I got another reply from Shandre, ‘I'm on course today but we did finally receive one of the proof of payments when Grant and John paid for the SolarMD, so I am pretty sure they will pay out over the weekend or on Monday for you. I will send the pop on Monday’ It is another couple of weeks later and the date is the 02nd August 2023 , and no reply to any of my emails and no refund. I have received a WhatsApp message from John, delaying again, “your payment is loaded, and we make payments between 04th – 7th August”

I’ve hesitated to take this action, as I would have to open a case of ***** now and start the Hello Peter post and Google Review posts, and Instagram posts etc, which is a route I didn’t want to take. I would’ve preferred it handled internally. The other comments I see on Hello Peter, reminds me of patients that suffer with Stockholm Syndrome. The good reviews are based on the back of terrible service, and the victims feel so relieved that their installations are done, and then they post a positive review. Stockholm syndrome is a proposed condition in which hostages develop a psychological bond with their captors. I think this is the case with these positive reviews.

The fact that Sun Smart Solar, by their own accounts, have installed over 106 solar systems in 2023, and yet have only 1 Google Review, says a lot. Working on even 10% ratio, you should expect at least 10 Google Reviews. That could point to that people are hesitant to post Google Reviews which is strange. Or telling …

I’m not sure what I want to achieve with this review, it seems it’s the last thing I can do, to garner action from this company. I can’t wait to see the reply to this post, as unlike the other people that made posts, I’ve surely been waiting the longest. I don’t believe that I have abused any female staff, I didn’t let my wife call and complain, I did not threaten anyone, I’ve not opened a ***** case (yet), I’ve not posted negative comments on social media ****il now). In fact, I feel like I’ve been more than accommodating by waiting for more than 9 months … do I get a trophy for the biggest fool?

As said, I have no issue with John’s chequered past business practices and don’t believe I have attacked anyone personally, all I want is my refund so that I can move on from this ordeal. REVIEW I do not recommend Sun Smart Solar. (My initial review in August 2023 was removed by Hello Peter) Update OCT 2023

P.S. I cannot wait for the reply to this review. As, with the other reviews on this platform, I'm expecting a long list of counter arguments of how I am wrong, or that I need to patient, or that we are waiting for out credits from January, or how things were communicated or explained to me how business is run, and credit notes need to processed etc. What will be a shock, is that Sun Smart admits that they made mistakes, and pay a refund… Still waiting for a reply, i only receive threats and ************</div>