Steer Clear
I had high hopes for my solar system installation with Universe Solar, and I believe I am entitled to that, especially after spending over $20,000. My initial interactions with Andrew from Earth and Sun Electrical left me feeling confident, as he appeared knowledgeable and professional. Unfortunately, my experience took a drastic turn for the worse once the installation was complete.
After the installation, I discovered that the changeover switch was placed in an absurdly inaccessible location, making it nearly impossible for me, a 75-year-old, to reach. There was no consultation regarding its placement, which is not just frustrating but unacceptable. I reached out to Universe Solar for assistance, but my calls and messages went unanswered.
Eventually, I contacted Andrew directly, and he "PROMISED" to relocate the switch the next time he was in the area. Anyone focused on customer needs and satisfaction—not just on the dollars earned—would have recognized that the placement of the switch was both dangerous and impractical given my circumstances. While I appreciated his willingness to help, it has now been nearly six months—yes, six months—during which he has been in the area for other installations yet has failed to take any action. All I hear are empty promises of "I’ll be over tomorrow." Despite my numerous follow-ups and his repeated assurances, this issue remains unresolved. The only consistent thing I receive from him is a string of excuses.
Furthermore, during his examination of the system on behalf of Universe Solar, Andrew disclosed that shading from nearby trees would severely impact the battery charging efficiency. This critical information should have been provided upfront, not revealed only after I had paid. A reputable business is expected to provide complete and accurate information from the start, not leave customers in the dark until after the transaction is finalized.
To anyone considering Universe Solar or Earth and Sun Electrical, I strongly encourage you to ask as many questions as possible before making a decision. Be prepared to follow up multiple times, as it seems that essential information will not be shared until after your payment is processed. Unfortunately, they appear to be focused solely on the payment day, leaving you to fend for yourself afterward. This experience has been incredibly stressful and disappointing, and I sincerely hope that future customers do not have to endure what I have.
Date of experience: 10 June 2024