I reached out to 3 highly rated solar companies to get bids on repairing a broken unit that a worker broke and didn't tell us and installing more units to get as close to zeroing out the energy bill since the house has two more additions since the original install in 2014. Sol Up was one of the 3. It was disappointing when they did not show up for the appointment they set with us on February 12. I called when they were not there 90 minutes past the appointed time. Andrea said they were overbooked with installations. Glad they are busy, but don't know what that had to do with showing up on an appointment they booked.
So, February 13, two men showed up and spent several hours on the roof. As a goodwill gesture for not showing up the day before, Scott bypassed the broken unit so the other 9 in one string could still perform. They took great care to understand what we have and where new units could be placed. We were impressed.
Fast forward to February 22, a Friday - 9 days later. I have to call them again to find out where the bid is and if we missed it, as we wanted to compare their analysis and proposal to another company's prompt, professional bid. Andrea told me Zach should have reached out to me, that we had missed no proposal, and that he was in a meeting and would call me after he got out. Friday's business day ended with no call. Must have been a long meeting.
So, I left a message saying they had until Monday, the 25th, to get something to us, thinking that a couple of weeks is adequate time to get numbers to a prospect you know to be motivated to BUY. Nothing. So, I called today, February 26, to tell them to forget it.
Too bad the admin behind the scenes are not buttoned up. I would sure hate to be Andrea apologizing all the time and putting people on hold to check with whoever didn't do their job. We were sure expecting more from this company with a fine history and so many other great reviews. It does not feel good to be the ones who fell through the cracks. Bummed.
Fast forward less than 1 hour - Sol-Up owner, Frank, called and talked to Doug - not me, the Yelp poster. Mistake. We women are the communicators in most situations. He was apologetic, of course. Said they would not be able to do anything with our old system and it should be torn out. New, pricy inverter needed to work with a whole new type of system. This per my sweetheart, since I never talked to Frank, so, that's rumor, I guess. Their competitor with the prompt bid also said they could not add to our current system, as the inverter is maxed out, but it is working fine. They would repair the broken panel and simply add a new type of inverter to work with new, different panel types for the house expansions. Leave our old, functioning system alone. Made sense. Why did this not occur to the experienced pros at Sol-Up? Maybe we misunderstood something, but it doesn't matter. The buying door is closed to Sol-Up. read more