CR
Carla R
1 reviews | Active since Apr 2023
08 Apr 2023, 13:42
Sun Smart Solar - ghosting and gas lighting with no actual installation
Accepted quote on the 31 Jan 2023 paid 50% on the 1 Feb 2023 with installation dates expected between the 13-20 Feb 2023. Called during the installation week several times and was told we will get back to me in the afternoon but no feedback given. Then called on the 23rd Feb 2023 with still no installation appointment made still nothing. Called the 24th Feb 2023 to request a refund. Installation date was set for the following Wednesday. Then 3 weeks of ghosting with only an inverter installed eventually but still no connection or battery or anything else. Last contact 28 March 2023 - with some serious gas lighting about accusation and they are not willing to complete the order nor refund the difference. They are linked to Sun Heat Cool Group (Pty) Ltd. Google the names of the people running the show they have a long track record with more complaints and people who lost money like me than positives. They were referred to me by a ****orker who got his installation completed through loads of follow-ups.
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Replies (1)
Sun Smart Solar's replyOfficial
19 Apr 2023, 00:59Hi Carla Le Roux
Before we present our response, we would like to state that we are prepared to complete your installation, provided an apology is provided to our staff, for reasons laid out below.
We will start by apologizing, for the fourth time, for being late to install, February was a nightmare for the entire industry and actually affected ALL industry. Whilst not good enough, a two week delay was almost an achievement to be honest.
6 hour loadshedding hours in the middle of NORMAL work hours 8am-6pm took its toll on our installation schedule, weather played a role too and there have been a number of logistical hurdles to deal with.
Our teams did however sacrifice their weekends including Sundays to try make up the time lost due to no fault of our company. Head over here to view the positive feedback our teams get:
https://www.instagram.com/p/CqEdXaYqzBR/
We are by no means perfect, our communication could be better and we have implemented some changes to address this, like every company we try to respect the feedback we get, reflect and then come up with a solution.
Our quotes however are very clear and in our terms and conditions our policy is that we do not rush a job just to try meet another clients deadline. This unfair on others and we would afford this courtesy to every client. You accepted these when you accepted our quote.
Whilst we would prefer to never get a bad review, when faced with clients like yourself we would prefer to get a bad review for being late than one for sub-standard workmanship.
Unfortunately we will have to now address the rest of your "story"
1. Quote
In the above you paint a picture that we owe you money and that you have paid for items that have not been delivered or installed:
a. You booked the basic package, that is the installation of an inverter and a battery. Our teams have installed the inverter, the AC Combiner box including all switchgear and run 18 metres of 4 core 6mm wire to your Main DB board.
b. In your quote, which you accepted, we stated very clearly that one of two options of battery will be installed: Dyness BX51100 or the Volta Stage 1. This is done to prevent any chance that we may be out of stock.
c. When our teams came to your property, you refused the Dyness battery, stating that you had been quoted on a Volta. Our teams, who are quite polite and well mannered chose to try and not argue. They went about installing the inverter as described above believing there was an error.
i. You were not quoted exclusively on a Volta, you were quoted based on the fact that either option would be installed depending on what is available.
ii. At no point did you provide a preference prior to your installation.
d. We want to highlight that you were told that the Volta was out of stock and the teams tried to explain that the Dyness battery was exactly what your boss had installed in his house.
i. This was a choice you made, not us.
ii. The initial delay in completion was due to your preference.
As it stands Sun Smart does not owe you a cent and we completely rebuke your insinuations above to the contrary.
2. Your Husband and your accusations against our staff
We wish to highlight that we REFUSED to come back to site until you had apologised to our incredible staff for accusing them of *****ing YOUR battery. When we were late we apologised, when we asked you for an apology for your false and baseless accusations you refused and our staff then refused to attend to your site any further. We fully support this decision.
a. You have not paid for this apparent battery. No battery was yours at any time. No battery was brought onto your property at any time.
b. Our staff come first, before anyone, they work incredibly hard. When you insult them and make false accusations against them, we will defend them and we will stand by their decision.
3. Your Boss and his installation
Your boss recommended our company to you. In fact his recent words were that we were much easier to deal with than another three companies he had tried before.
We were not late and are prepared to release his quote and his Whatsapp messages to rebuke the insinuations made above.
Your boss was scheduled for the 24-28 October 2022. His installation was completed on the 27 October 2022. A certificate of compliance issued on the 28 October 2022 and he confirmed this in a Whatsapp message on both dates.
If your scheduled, accepted, signed and agreed date of installation is between 24-28 October 2022 and your installation is completed on 27 October 2022 and then certified on the 28 October 2022, we are struggling to understand where we are wrong?
Before we present our response, we would like to state that we are prepared to complete your installation, provided an apology is provided to our staff, for reasons laid out below.
We will start by apologizing, for the fourth time, for being late to install, February was a nightmare for the entire industry and actually affected ALL industry. Whilst not good enough, a two week delay was almost an achievement to be honest.
6 hour loadshedding hours in the middle of NORMAL work hours 8am-6pm took its toll on our installation schedule, weather played a role too and there have been a number of logistical hurdles to deal with.
Our teams did however sacrifice their weekends including Sundays to try make up the time lost due to no fault of our company. Head over here to view the positive feedback our teams get:
https://www.instagram.com/p/CqEdXaYqzBR/
We are by no means perfect, our communication could be better and we have implemented some changes to address this, like every company we try to respect the feedback we get, reflect and then come up with a solution.
Our quotes however are very clear and in our terms and conditions our policy is that we do not rush a job just to try meet another clients deadline. This unfair on others and we would afford this courtesy to every client. You accepted these when you accepted our quote.
Whilst we would prefer to never get a bad review, when faced with clients like yourself we would prefer to get a bad review for being late than one for sub-standard workmanship.
Unfortunately we will have to now address the rest of your "story"
1. Quote
In the above you paint a picture that we owe you money and that you have paid for items that have not been delivered or installed:
a. You booked the basic package, that is the installation of an inverter and a battery. Our teams have installed the inverter, the AC Combiner box including all switchgear and run 18 metres of 4 core 6mm wire to your Main DB board.
b. In your quote, which you accepted, we stated very clearly that one of two options of battery will be installed: Dyness BX51100 or the Volta Stage 1. This is done to prevent any chance that we may be out of stock.
c. When our teams came to your property, you refused the Dyness battery, stating that you had been quoted on a Volta. Our teams, who are quite polite and well mannered chose to try and not argue. They went about installing the inverter as described above believing there was an error.
i. You were not quoted exclusively on a Volta, you were quoted based on the fact that either option would be installed depending on what is available.
ii. At no point did you provide a preference prior to your installation.
d. We want to highlight that you were told that the Volta was out of stock and the teams tried to explain that the Dyness battery was exactly what your boss had installed in his house.
i. This was a choice you made, not us.
ii. The initial delay in completion was due to your preference.
As it stands Sun Smart does not owe you a cent and we completely rebuke your insinuations above to the contrary.
2. Your Husband and your accusations against our staff
We wish to highlight that we REFUSED to come back to site until you had apologised to our incredible staff for accusing them of *****ing YOUR battery. When we were late we apologised, when we asked you for an apology for your false and baseless accusations you refused and our staff then refused to attend to your site any further. We fully support this decision.
a. You have not paid for this apparent battery. No battery was yours at any time. No battery was brought onto your property at any time.
b. Our staff come first, before anyone, they work incredibly hard. When you insult them and make false accusations against them, we will defend them and we will stand by their decision.
3. Your Boss and his installation
Your boss recommended our company to you. In fact his recent words were that we were much easier to deal with than another three companies he had tried before.
We were not late and are prepared to release his quote and his Whatsapp messages to rebuke the insinuations made above.
Your boss was scheduled for the 24-28 October 2022. His installation was completed on the 27 October 2022. A certificate of compliance issued on the 28 October 2022 and he confirmed this in a Whatsapp message on both dates.
If your scheduled, accepted, signed and agreed date of installation is between 24-28 October 2022 and your installation is completed on 27 October 2022 and then certified on the 28 October 2022, we are struggling to understand where we are wrong?
Sun Smart Solar's reply19 Apr 2023, 00:59
Official
Hi Carla Le Roux
Before we present our response, we would like to state that we are prepared to complete your installation, provided an apology is provided to our staff, for reasons laid out below.
We will start by apologizing, for the fourth time, for being late to install, February was a nightmare for the entire industry and actually affected ALL industry. Whilst not good enough, a two week delay was almost an achievement to be honest.
6 hour loadshedding hours in the middle of NORMAL work hours 8am-6pm took its toll on our installation schedule, weather played a role too and there have been a number of logistical hurdles to deal with.
Our teams did however sacrifice their weekends including Sundays to try make up the time lost due to no fault of our company. Head over here to view the positive feedback our teams get:
https://www.instagram.com/p/CqEdXaYqzBR/
We are by no means perfect, our communication could be better and we have implemented some changes to address this, like every company we try to respect the feedback we get, reflect and then come up with a solution.
Our quotes however are very clear and in our terms and conditions our policy is that we do not rush a job just to try meet another clients deadline. This unfair on others and we would afford this courtesy to every client. You accepted these when you accepted our quote.
Whilst we would prefer to never get a bad review, when faced with clients like yourself we would prefer to get a bad review for being late than one for sub-standard workmanship.
Unfortunately we will have to now address the rest of your "story"
1. Quote
In the above you paint a picture that we owe you money and that you have paid for items that have not been delivered or installed:
a. You booked the basic package, that is the installation of an inverter and a battery. Our teams have installed the inverter, the AC Combiner box including all switchgear and run 18 metres of 4 core 6mm wire to your Main DB board.
b. In your quote, which you accepted, we stated very clearly that one of two options of battery will be installed: Dyness BX51100 or the Volta Stage 1. This is done to prevent any chance that we may be out of stock.
c. When our teams came to your property, you refused the Dyness battery, stating that you had been quoted on a Volta. Our teams, who are quite polite and well mannered chose to try and not argue. They went about installing the inverter as described above believing there was an error.
i. You were not quoted exclusively on a Volta, you were quoted based on the fact that either option would be installed depending on what is available.
ii. At no point did you provide a preference prior to your installation.
d. We want to highlight that you were told that the Volta was out of stock and the teams tried to explain that the Dyness battery was exactly what your boss had installed in his house.
i. This was a choice you made, not us.
ii. The initial delay in completion was due to your preference.
As it stands Sun Smart does not owe you a cent and we completely rebuke your insinuations above to the contrary.
2. Your Husband and your accusations against our staff
We wish to highlight that we REFUSED to come back to site until you had apologised to our incredible staff for accusing them of *****ing YOUR battery. When we were late we apologised, when we asked you for an apology for your false and baseless accusations you refused and our staff then refused to attend to your site any further. We fully support this decision.
a. You have not paid for this apparent battery. No battery was yours at any time. No battery was brought onto your property at any time.
b. Our staff come first, before anyone, they work incredibly hard. When you insult them and make false accusations against them, we will defend them and we will stand by their decision.
3. Your Boss and his installation
Your boss recommended our company to you. In fact his recent words were that we were much easier to deal with than another three companies he had tried before.
We were not late and are prepared to release his quote and his Whatsapp messages to rebuke the insinuations made above.
Your boss was scheduled for the 24-28 October 2022. His installation was completed on the 27 October 2022. A certificate of compliance issued on the 28 October 2022 and he confirmed this in a Whatsapp message on both dates.
If your scheduled, accepted, signed and agreed date of installation is between 24-28 October 2022 and your installation is completed on 27 October 2022 and then certified on the 28 October 2022, we are struggling to understand where we are wrong?
Before we present our response, we would like to state that we are prepared to complete your installation, provided an apology is provided to our staff, for reasons laid out below.
We will start by apologizing, for the fourth time, for being late to install, February was a nightmare for the entire industry and actually affected ALL industry. Whilst not good enough, a two week delay was almost an achievement to be honest.
6 hour loadshedding hours in the middle of NORMAL work hours 8am-6pm took its toll on our installation schedule, weather played a role too and there have been a number of logistical hurdles to deal with.
Our teams did however sacrifice their weekends including Sundays to try make up the time lost due to no fault of our company. Head over here to view the positive feedback our teams get:
https://www.instagram.com/p/CqEdXaYqzBR/
We are by no means perfect, our communication could be better and we have implemented some changes to address this, like every company we try to respect the feedback we get, reflect and then come up with a solution.
Our quotes however are very clear and in our terms and conditions our policy is that we do not rush a job just to try meet another clients deadline. This unfair on others and we would afford this courtesy to every client. You accepted these when you accepted our quote.
Whilst we would prefer to never get a bad review, when faced with clients like yourself we would prefer to get a bad review for being late than one for sub-standard workmanship.
Unfortunately we will have to now address the rest of your "story"
1. Quote
In the above you paint a picture that we owe you money and that you have paid for items that have not been delivered or installed:
a. You booked the basic package, that is the installation of an inverter and a battery. Our teams have installed the inverter, the AC Combiner box including all switchgear and run 18 metres of 4 core 6mm wire to your Main DB board.
b. In your quote, which you accepted, we stated very clearly that one of two options of battery will be installed: Dyness BX51100 or the Volta Stage 1. This is done to prevent any chance that we may be out of stock.
c. When our teams came to your property, you refused the Dyness battery, stating that you had been quoted on a Volta. Our teams, who are quite polite and well mannered chose to try and not argue. They went about installing the inverter as described above believing there was an error.
i. You were not quoted exclusively on a Volta, you were quoted based on the fact that either option would be installed depending on what is available.
ii. At no point did you provide a preference prior to your installation.
d. We want to highlight that you were told that the Volta was out of stock and the teams tried to explain that the Dyness battery was exactly what your boss had installed in his house.
i. This was a choice you made, not us.
ii. The initial delay in completion was due to your preference.
As it stands Sun Smart does not owe you a cent and we completely rebuke your insinuations above to the contrary.
2. Your Husband and your accusations against our staff
We wish to highlight that we REFUSED to come back to site until you had apologised to our incredible staff for accusing them of *****ing YOUR battery. When we were late we apologised, when we asked you for an apology for your false and baseless accusations you refused and our staff then refused to attend to your site any further. We fully support this decision.
a. You have not paid for this apparent battery. No battery was yours at any time. No battery was brought onto your property at any time.
b. Our staff come first, before anyone, they work incredibly hard. When you insult them and make false accusations against them, we will defend them and we will stand by their decision.
3. Your Boss and his installation
Your boss recommended our company to you. In fact his recent words were that we were much easier to deal with than another three companies he had tried before.
We were not late and are prepared to release his quote and his Whatsapp messages to rebuke the insinuations made above.
Your boss was scheduled for the 24-28 October 2022. His installation was completed on the 27 October 2022. A certificate of compliance issued on the 28 October 2022 and he confirmed this in a Whatsapp message on both dates.
If your scheduled, accepted, signed and agreed date of installation is between 24-28 October 2022 and your installation is completed on 27 October 2022 and then certified on the 28 October 2022, we are struggling to understand where we are wrong?