I won't give my opinion in this review. I'll simply tell you what happened, and let you be the…read morejudge.
At the end of March, we closed on a house in that came with PosiGen solar, which had been installed just a few months prior. We basically had to take on the contract to get the house. I did, and paid the initial bills. They were very proactive in contacting me to make sure I signed the transfer of the contract and knew when payments were due (you'll soon see why this is interesting).
All was well at first. Low electric bill, banking our solar energy, good times. Then, in mid-June, I received my National Grid bill, which was much more than I expected based on the previous two months, and, upon closer inspection, saw that I had no solar credit.
I immediately called PosiGen. They said that yes, indeed, my system was not working and had not been working for about a month. They said their processes are automated, and there was an open ticket to repair it, but the equipment was not yet available, and their policy is to notify customers when the equipment is available to install, not when it is not working. At best, a horrible policy, at worst complete BS (OK, some of my opinion may have snuck in there).
One of the sunniest months of the year passed with my solar not working, and the company that installed it, monitors it, and owns it not informing me. While they said I would not have to pay the bill for that month (so generous), they said there was no way to credit me for the electricity I should have been generating.
When I asked for a timeline, they said it could be a week, it could be several weeks, depending on when the equipment was available. Miracle of miracles, within an hour or two, I received a call that the equipment was available, and they could install it just a couple of days later, which they did.
I saw that my online activity did not show any generation credits, but they said that is just a snapshot and is not in real time, so I should have no fear.
Fast forward to the next month. Read the above paragraphs again to see what happened. The new equipment they installed did not work. I again only knew because I went online to see the state of my account, and saw no kilowatt-hour credits, nor any solar credit from National Grid.
Basically, I'm out-of-pocket two months electric bill, and whatever I would have saved from the solar I would have generated over the sunniest two months of the year. The only recompense offered is that I would not have to pay their monthly fee for the time it has not been working. I asked (reasonably, I thought) for them to reimburse me for my electric bills and/or credit my account some kilowatt hours, but was told that was not possible.
Once again, they said that they didn't know when the equipment would be available, then magically called me a few hours later to say it was and they could install it, which they did. They also notified me that after that, they would be in touch to discuss possible credits to my account.
Two months later, I still eagerly await that call, although they did call me to tell me my bill was overdue (I had told them I would pay it when I saw the solar credit on my National Grid bill, since their history of honesty had been sketchy).
This is month 5 of a 25-year contract that I inherited with brand new equipment that twice has not worked. I'm sure it will be a long and interesting relationship. I will predict now that they will read this, apologize again, and say that they don't want their customers to be treated like this and they understand my frustration.
They train their reps on the phones very well to say all the right things. But when it comes to actual customer satisfaction and getting things done, I'll let you decide.
