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Direct Energy Solar
- Solar Installation
- West Springfield, MA
About this business
Location details
198 Norman St, West Springfield, MA, 01089, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 8:00 a.m. to 6:00 p.m. | |
| Tue | 8:00 a.m. to 6:00 p.m. | |
| Wed | 8:00 a.m. to 6:00 p.m. | |
| Thu | 8:00 a.m. to 6:00 p.m. | |
| Fri | 8:00 a.m. to 6:00 p.m. | |
| Sat | Closed | |
| Sun | Closed |
Can't express how frustrated I am with this company. Our panels stopped reporting in May 2023. They are contractually obligated to report when our panels stopped working. We didn't find out until we stopped receiving SREC payments that it happened. After multiple back and forth, we finally got our SREC payments updated but the solar panels are still not working properly and it's Oct 2023. We are losing a lot of production as the day gets shorter. One of their technicians turned off our monitoring w/out informing us because o... read more
Extremely frustrated. Half my panels are down and many months of trying to get them to come out and fix it. They are not even pretending to be interested in helping me out any more. The company is in the dumps. I don't know what to do other than pay to have it fixed myself and accept that I have been burned for many thousands of dollars.
Business response:
Hello *****, thank you for your message. We are working with our service partners to confirm the appropriate next course of action to restore your system back up to full production. The agent assigned to your case has been instructed to expedite the return by our service partner now that we are in agreement on the next steps of action. The case agent will be in touch with you soon to provide you with an update. Thank you for your ongoing patience.
I had my solar system installed Jan 2017. I have had production issues since end of April 2020. It is not October 2020 and my system is still not producing. After multiple tech visits the problem still has not been resolved. Lifetime warranty with this company is a joke. I am not surprised by the complaints from other citizens with similar problems. How hard can it be to identify a problem and repair ??? Choose your solar company wisely. Imagine if you had to deal with the power company with this type of issue. I really need... read more
Business response:
We are sorry you are unsatisfied with your service, and we have to agree that it has taken far longer to resolve your issues than is typical. We have reviewed your case history, and while it appears we have been responsive to your questions and concerns throughout, we have been delayed by COVID restrictions and by the manufacturer of your solar equipment. While we are here to service your system, we are still required to follow your manufacturer's guidance and requirements for repairing or replacing your equipment. Otherwise... read more
Similar to "********'s complaints below, I had my system installed in 2016. Good customer service upfront. Now I have had a panel that is not functioning since July 2018 and it is Sept 2019 now. Despite the system being "monitored" this problem was not picked up by******** or Direct energy. I have logged several requests for service both online and via telephone. I have several case numbers that I can provide From my point of view, greater than 2 weeks is not appropriate for a turn around on a serious issue with a $32000 s... read more
Business response:
Hello Mr. B****, We received your inquiry on September 6th regarding your panel issue. Our current response time is roughly 10 - 12 business days, and we address our cases based on the order in which they are received and the severity of the issue. While we understand the desire to have your system performing at 100%, this issue is impacting roughly 2% of your system's output. We understand that our response time may be longer than you have anticipated, and we thank you in advance for your patience and understanding. After... read more
First they installed a system smaller than the one they originally designed and quoted me. when i found this out and inquired about it Crystal told me "Tough! you signed the contract". I guess I made the mistake of trusting my sales team and not having the contract reviewed by an electrical engineer and a team of lawyers. Second, of 9-17-18 it was reported to me that there was a problem with the system. I have over a dozen case numbers and more than 2 dozen phone calls about this and the problem is still not fixed. Next, ove... read more
I have bought a solar system from Direct Energy Solar (Astrum Solar then) in 2013.The sales team were very professional, and really enjoyed working with them. They offered me the best price out of the three companies I was researching, and the installation went very smoothly and as promised. Very satisfied with the purchase and installation process. However service quality changed once Astrum Solar became Direct Energy Solar. Every year I get a couple of micro-inverters stop reporting. During Astrum Solar time service was ex... read more
Business response:
Hi Baton, Apologies you are experiencing microinverter failures. I have asked the customer care agent to email you now to ensure you have a person to contact regarding your microinverter replacement. As you have noticed, it does take longer than in previous years to replace these microinverters as they can only be replaced by equipment provided from the manufacturer, **************. Once we submit these microinverters to their company for review, they will attempt to run software update or other remote fixes before authorizi... read more
Frequently asked questions about Direct Energy Solar
How is Direct Energy Solar rated?
Direct Energy Solar has a 1.3 star rating with 7 reviews.
When is Direct Energy Solar open?
Direct Energy Solar is closed now. It will open tomorrow at 8:00 a.m.
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