Locals we’ve helped
Customer service at its very very best!!
PLEASE READ!
This is a saga but bear with me as this is customer and after sales service at its very very best!
My solar journey began with 3 quotes. Ahlec’s wasn’t the cheapest..or the dearest,
but I knew from meeting Austin that I wouldn’t go wrong getting him to install my system.
He was patient, explained what would happen, how it all worked and he assured me he would be there
through the whole process and beyond. I accepted his quote.
Solar was installed. There were no problems. Everything was working correctly
and being monitored remotely by Austin to ensure everything was working as it should.
Austin asked me to contact him when my first electricity bill arrived so he could go through it with me and explain the details.
When it finally arrived I was flabbergasted as it was DOUBLE any I had received in the past.
There was something wrong and after seeing it Austin agreed.
On calling my supplier, I was told the problem was the solar system as there was nothing wrong with the meter.
I had no satisfaction from them and due to my own ignorance couldn’t argue the case.
At this point Austin asked me to add his name to my energy bill with my supplier so he could deal with them on my behalf.
You cannot imagine how relieved I was at this, as my experiences with my supplier had been really demoralizing.
From this point Austin took over all communication with my supplier.
They continued to insist it was a problem with the solar and not the meter as they said they had checked that.
As it turned out they had only checked the meter remotely and hadn’t sent anyone to physically check it.
Austin sent Andy to have a look and surprise! surprise! Andy found that the meter had been wired incorrectly
when it had been installed and all the solar that I was generating was being billed to me as useage!
Andy took pictures of the mistake. These were forwarded to the supplier to illustrate the error.
It took many calls by Austin to reach anyone with authority and slowly my problem did climb the chain
but the process was so slow Austin finally involved the energy ombudsman. Once they were involved
things moved faster until finally, after over a year of trying to resolve the issue, the wiring was corrected and
my supplier agreed to review all my bills and reissue them with some ‘credit’ for the inconvenience that had been caused.
I cannot express my gratitude enough to Austin and his team for their care and support through this whole process.
All I can do is post this review to inform everyone who is looking for an honest supportive solar company,
to look no further…………you have found who you are looking for.
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