Had solar installed by Solar Thoughts…
Had solar installed by Solar Thoughts over a year ago. As part of the installation, they were also supposed to install a hot water timer. Despite multiple follow-ups over several months, the work was never completed.
Each time I contacted them, I was told things like "I've told my guy" or "he will come when we have a job close by," but no appointment was ever arranged and no one ever showed up. The messages speak for themselves.
The solar system itself may work fine, but after-sales service and follow-through have been extremely disappointing. If there are outstanding items after your installation, don't expect them to be resolved promptly.
I cannot recommend a company that repeatedly promises to complete work and then fails to do so for more than a year
**Update to my original review after getting a phone call from Solar Thoughts and their reply here**
To clarify a few points raised in the response:
My review is not about the quality or complexity of the solar installation itself.
I am also unsure why the complexity of the installation is being raised in response to my review. At no stage during quoting, installation, or afterwards was I advised that there were any unusual complexities or difficulties with the project.
In any event, the installation was completed, and I paid for that work. My review does not criticise the quality of the installation, the workmanship, or the effort involved. The issue I raised relates solely to the commitments made regarding the hot water timer installation and the lack of follow-through despite repeated assurances that the work would be arranged and completed.
While they now state that the timer was not part of the original contract, it was discussed separately and they agreed to arrange the installation, with payment to be made directly to the installer.
The text messages show that the work was repeatedly acknowledged. I was told things such as "I've told my guy", "Will do it", "It's in the job sheet", and that someone would attend when there was a job nearby. If the work was never going to be completed, that could have been communicated at any point.
While the installation took place some time ago, I recently had the hot water timer installed by another electrician, which prompted me to reflect on and review my experience.
After posting my review, I received a phone call during which I was offered a refund if I removed the review. I declined because my review was not about obtaining a refund; it was about my experience as a customer and the fact that the commitments regarding the hot water timer installation were never fulfilled. I was subsequently advised that the matter may be referred to a solicitor.
While the original issue related to the commitments made regarding the hot water timer installation, the subsequent response and phone conversation left me with broader concerns about after-sales support and the handling of genuine customer feedback.
My review remains a factual account of my experience and the documented communications between us.
Réponse de SolarThoughts
Thank you for your review.
Unfortunately, people don’t always appreciate the positive work and effort that goes into a project. This was a particularly complex installation involving multiple split systems on a tiled roof, and my team carried out the work professionally, safely, and to a high standard.
It is also important to note that this installation was completed approximately a year ago. Throughout this time, we have remained available to assist and support you where possible.
Regarding the hot water timer, there was never any mention in the contract that we would supply or install one as part of the agreed scope of works. What was clearly communicated was that, if our team happened to be working in your area in the future, we would be happy to assist with the installation of a hot water timer. This was offered as a goodwill gesture and was not included in the original contract or project scope.
We take great pride in the quality of our workmanship and the professionalism of our team. Despite the complexity of this project, it was completed successfully and to a high standard. We remain committed to supporting our customers and providing excellent service long after installation is complete.
We appreciate the opportunity to have completed this project and wish you all the best with your system moving forward.
