Great customer service until follow-up was needed after installation. Zayith was very responsive to my inquiry into getting solar for my home. I called on a weekend in the afternoon and he was one of the only companies that answered the phone. He spent a good amount of time going over options with me for a system and going over financing options as well. I reached out to him later with follow-up questions and, although he was on vacation out of state, he still returned my call and spent a good deal of time going over things with me again. We agreed to having a system installed and, after I decided on a financing option, I changed my mind. He wasn't upset and heard me out and agreed another option that he had previously mentioned would be a good fit for me. He helped me get in touch with the bank and helped me through that process as well. When it came time for the installation his crew showed up on time, they were polite, and they were very quick. They had the system installed in a few hours and the fit and finish of the panels, inverter, and conduit looked quite nice. They had to come back once the system had been approved by SMUD to install the wireless monitoring module which has been working great ever since. A few weeks after the system was installed, Zayith (the owner) was in the area so he called and asked if he could stop by to check on it and see that I was happy with it. I agreed and he came by minutes later and I told him I was happy with it and thanked him and his crew.
At the time, I hadn't thought to ask about some little plastic end caps that are supposed to snap into the ends of the solar panel mounting rails. The rails are painted black but have a shiny silver color where they were cut off at the ends of the roof and they don't match anything and stand out quite a bit. I began to notice other solar systems as I drove around in the following week didn't have this issue. I emailed Zayith and explained that I'd like to have these end caps to finish off my system. I let him know that I was aware that our contract was fulfilled and I hadn't specifically asked for these so I wasn't looking for him to pay for them or install them, I just wanted to know the name of the manufacturer and the part number for the caps so I could order some myself. I never heard back. I emailed him weeks later and again clearly explained that I wasn't asking him to do any more work on my system, I didn't need him to pay for anything more, and that I just needed a little information from him so I could order the caps. This time he replied and said he somehow missed my last email but this time he'd have his worker get the info and they'd provide me the manufacturer name and part number I needed. Weeks went by and I never heard back again. I finally decided to get out a ladder and climbed up and looked around until I found a manufacturer name on a mounting part. I did some internet searching and found the rails that looked like mine from that manufacturer and then found the part number. The caps were available on eBay and I ordered them for less than $20 for more of them than I needed. Once they arrived I just popped them into the ends of the rails and now the system looks much more finished and it only took a few minutes a few bucks to get it done. I'm just a bit disappointed that Zayith went from being an extremely responsive person answering calls on weekends and on vacation before he had my business to nearly completely unresponsive once the job was done and they had been paid. Especially for such a minimal request of simple information so I could order the parts myself. Drop the ball once, fine, everyone makes mistakes. Drop the ball twice and it's looking like follow-up may not be a priority. I, as a homeowner, was able to figure out what was needed after some time on a ladder and a bit of research online. I would imagine that he, as a professional in that field, could have provided the information in a matter of minutes if the effort had been made. Just a bit disappointed in the huge shift in customer service before and after.
Honestly, I'm not bashing this company, I truly have been happy the with service overall and the product. His staff was very polite, answered my questions, and the system has been working well producing solar power as promised. I'm just disappointed in the follow-up now that the job is done. Hopefully this was a fluke but I'll always have that concern in my mind, wondering if they'll stand by their product should any real issues arise where I need warranty work or anything else. The system is covered under warranty for a few decades so I'd imagine I will at some point, maybe years down the road, need to call for something and I sure hope they are more responsive than they were when I was just asking for some information. read more