Review for Wells Solar & Electrical Services

Office location: 3900 Drossett Suite H, Austin TX, 78744

09/01/2022
A very unhappy customer Georgetown, TX

Long term ordeal of frustration, failures and disappointment

We chose Wells Solar (WS) as they had a slightly better price and financial package. Big mistake.<br /> While many of our neighbors had their systems installed by various companies in weeks, WS took months. So many excruciating delays. Best example deals with the two inspections required by the electric company. Once a week our WS Project Manager would email a request for the inspection. After about 3 weeks we finally phoned the Electric Company. Their representative could find no request records from WS. Due to our initiative the inspection was completed in 2 days. When the second inspection was due the exact scenario recurred. This alone accounted for nearly 6 weeks, and no telling how much longer if we hadn’t stepped in. It is our understanding that the financial package had paid WS their entire amount by this stage and unfortunately for us our loan had become active (accruing interest, etc). Maybe this explains their lack of urgency.<br /> When the system finally became operational we thought hopefully this is all behind us. No such luck. A little over a year after completion we received a very high electric bill.. Our research discovered that the system was completely inoperative, and apparently had been for some time starting in JULY. It was our understanding that the system was constantly being monitored, and had a long term guarantee promising production output. In our case the system was completely shut down with no notifications to us. We are unaware of any of our neighbors having any issues, but ours was completely out. This raises the issue of the quality/durability of the components they install. We contacted WS to advise them about the failure. The representative that we spoke to appeared to have no knowledge of the failure but promised to get right on it. About a week later we made a second call, advising them of the problem. In a later phone conversation he advised they were waiting for approval, then would order parts. In the MIDDLE of August we received a text advising us of our case number. In LATE August we got an amazing email from them. It stated “ During our daily scans of systems, we came across an issue with your inverter.” The system had apparently failed completely in JULY and in late AUGUST they discovered this in their “daily scans of systems”? No mention of the several previous communications notifying them of the shutdown. <br /> In MID SEPTEMBER the repair was finally completed. The repairmen were only here for a short period of time, so obviously it was nothing major. It is hard to imagine that it would take nearly two months to install and inverter. During a large portion of the hottest time of the year our system was completely inoperative. To add salt to the wounds, not only were we paying higher electric bills, but we had to continue making payments for this albatross. This system is supposed to have a guarantee production lever for 25 years. We got no production for an extended time and feel entitled to reimbursement for lost production (at a minimum). It is now the middle of OCTOBER, and despite numerous communications, even that issue has not been addressed. This reflects poorly on their after the fact customer service.<br /> WS has a very lucrative referral program. We owned a home building business and are kind of the neighborhood handy man with numerous people seeking our advise. We could have made thousands of dollars by simple referrals, but there is no way we could recommend them to neighbor or friends.