The communication at Titan Solar is poor, particularly the Denver office. It does seem like a company-wide problem, though. Early on, we were getting emails and calls from many different people. When we had questions, we didn't know where to direct them because there were so many people contacting us and no point person for us to go to. We would be directed to different people and often would not receive responses.
There were delays on installation, most of which were beyond Titan Solar's control, so this did not impact the rating at all. The concern was not the delays but not communicating with us about the delays. Additionally, because they needed to get inside our garage for the install, we tried to be proactive and coordinate with them when we would be home and available. They did not respond to our calls and emails about this several times. When we did get through to someone about this, they said they would show up at a particular time and did not. Another time after over an hour on hold, the person who answered the phone didn't know how to check on the arrival time.
We kept receiving conflicting information about getting approval from the city, including discrepancies about if we needed to be home during the inspections or not. They also provided conflicting information about the number of inspections. We were told someone from Titan would be here during the inspection, but then this did not always happen.
After the product was installed, our inverter went out in less than two months. I appreciate that they quickly noticed this from their monitoring and contacted us. This was the one good, proactive communication we received from Titan. However, after this, the follow-through was quite poor. They couldn't provide updates on when the part would arrive to be fixed. Once it did arrive, they just showed up without contacting us--fortunately, we were home. However, after the inverter was replaced the solar was still not active. We did not receive any communication about why.
We are pleased with the solar panels. The people who did the actual installation were always very pleasant. I was concerned that our inverter went out within 2-months. However, the 2-star rating is because of the rather abysmal communication. Having a couple of communication issues with a big project like this is not a big deal. However, what we encountered was a consistent pattern of poor communication. It seems that the primary issue is the management. This is a highly disorganized company. We had hoped to refer people to Titan; however, even though the product is good, we would not feel comfortable referring anyone to a company with this many consistent patterns of communication problems. read more