Solar Emporium Reviews
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Solar Emporium is a Solar Power Installation company based in Truganina and serves VIC. Here are their reviews as submitted by visitors to SolarQuotes
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Solar Emporium Reviews (5)
Show Most Recent reviews from All time across Australia
Average Scores
3.8/5
Value for money
3.8/5
Quality of System
4.5/5
Installation
2.4/5
Customer Service
- 5 star 0
- 4 star 2
- 3 star 0
- 2 star 3
- 1 star 0
17 October 2024
15 September 2024
Great installers and very polite
Very bad punctuality I took a day off work and attanded the next dayInverter rating: 5/5
05 July 2024
Buyer beware - lack of communications and won't honor cooling off period.
Sales process is great - as you can expect from any company wanting to get your money. Most sales people are good at their jobs.On my side - after I paid a deposit, family emergency arose where I have had to book an overseas trip, a sizeable chuck of money goes out of the window when you're needing to travel the next day, my wife flew I'm staying back.
As such I have requested the use of my cooling off period to get back my deposit. As per their contract I have 10 business days, and I requested it within 3 business days with phone a call and email. Note that their calls are recorded for quality and assurances purposes. So they will have a record of the phone call between me and them.
I have called, sent emails twice 4 days between, while in an email adding attachments and dates on when my communication to them where made, storing the evidence incase I need to go down the legal route.
at this point I have engaged their installers, admin team, sales team about my request for cancellation, but I have not heard back from them acknowledging that I have submitted such a request
11 June 2024
Cannot recommend, will not fix system, no customer service, 2nd battery now failed.
We went with Solar Emporium for our solar panels, inverter and battery. Sales process was smooth.For context:
We bought a house in a hilly green wedge area in Melbourne Australia.
Eight weeks before we moved in a massive storm came through and killed power to the house and neighbours. It was three weeks to a month before it was fixed.
We went looking for solar/battery system quotes as soon as we moved in as both of us WFH. Solar Emporium gave us the best quote for a 15kW mono crystalline PV/10kW battery system by Hyundai /Sungrow that works with the existing 3-phase set up for the house.
We sent through all the prerequisites including photos of the power board and meters (there are two for the house). They installed it and told us we will be able to export the surplus, no problem.
When we enquired with our energy retailer about exporting to the grid, they said:
> we must consolidate the meters from 2 to 1
> we need to notify Ausnet
Now, Solar Emporium had told us that everything is taken care off, that we do not need to consolidate the meters, and it is a turnkey installation for us.
When we reached out to them asking why we are having to do all of the above at our own cost, they didn't give a straight answer.
Anyhow, the back and forth with them, the retailer, and Ausnet took us six months before it finally got sorted out - at their cost and considerable frustration and wrangling from our side.
Nine months in - the battery died. A series of faults and then nothing, just dead.
We went through another round of seemingly hundreds of phone calls and finally got Sungrow to replace the battery as it was still under warranty. But Solar Emporium who should have organised the whole thing (Sungrow told us this) - they left it to us.
To make matters worse, they left the old battery on site - a giant, possibly dangerous fire hazard item, in our carport, in a bushfire area, over summer - when part of the replacement works includes the battery being taken away for a post-mortem.
So another round of calls and six months later (this is now almost two years in) they took the old battery away, we still had to organise paperwork for the courier.
September 24 to 1 week ago: the replacement battery now has a fault - called Battery Management Systems fault where it cannot talk to the inverter and hence on a sunny day, the state of charge is zero. We've been calling Solar Emporium to send someone out to fix this as the fault will most likely lead to another dead battery, while we're having to pay for power.
When you could get through to them, they make promises about "escalating you issue" and call you back then...nothing.
We have tried calling, leaving reviews, facebook messages, instagram messages, no one EVER calls back, although everyone advises that the issue is being escalated.
Last week till now:
It has now escalated to another dead battery.
Thoroughly disappointed, pretty angry to be honest, it's turning us into people we would rather not be.
Panel rating: 5/5
Battery rating: 1/5
This 1.75 star review was removed at the request of the reviewer
Learn More01 November 2022
So Easy
This company made everything easy. They were able to answer my questions promptly and have provides excellent customer service. I really liked how they listened to my budget details and quoted around this.
Lacking after sales support
The sales and quoting process was streamlined although it was strange to be contacted by a new person at every touch point. In the end we decided to go with Solar Emporium because of their value for money offering.Installation was quoted to be within 3 weeks but ended up being a week. Given installers are local subcontractors, everyone’s experience will be different however in our case it was fine.
Also note for others that an independent inspector will have to sign off on the works afterwards and this could be within 2 weeks ( we waited for 8 business days)
Now customer service is where it is really lacking. A tale as old as time, when they try to sell to you, or when you’re in the process of signing up, the communication is constant and great and you feel taken care of. However when something goes wrong and you need assistance, you’re asked to provide information via email (even if you called in) - there’s no response from them and you’ll have to wait some more until someone else can assist which more or less defeats the purpose of support.
Had we had a better experience, we would’ve recommended them to everyone because their offerings provide the best value seemingly. But I guess where you save money, you lose in after sales support.
Overall could not recommend solar emporium in the event you get a faulty unit somewhere and have to wait on top of waiting for installation and validation.
Frustrating