Review for Boston Solar

Office location: 55 Sixth Road, Woburn MA, 01801

02/19/2023
JFan Franklin, MA

Painful and slow process

We had an excellent experience with the salesperson. He sold the product and process very well. We were pleased with the loan rate and proposed timing of the project. The first snag was that the panels we were supposed to get were backordered (these were going to be all black). We received a new quote with another panel, approved it, and were told they were to be all black as well. We were aware that there had been issues with panel production, so we were not surprised. Six days before the scheduled installation (in August) we were told that the panels were not being delivered and there was no time schedule as to when they would arrive. I called to ask for clarification and was told that Boston Solar would be in touch when the panels were available and to anticipate a November installation. I received zero communication in September and I initiated contact in October to see if there was any update. I was informed that there was not and to anticipate a December install. I am in the construction industry and run our company's projects. Even if there is no news or bad news, I inform the customer periodically of the situation, every 2-3 weeks. Sometimes the conversation is difficult, but we feel the communication piece is paramount. No communication in November and again I initiated conversation in December. At this point, I was seriously considering breaking the contract and I shared that news with my contact. My contact provided me with the list of fees associated with the job thus far, per my request. Within 4 days, my Boston Solar contact told me they had found some panels that they could set aside for my project and that they would make sure the installation happened before the deadline for our loan rate. The timing did work (not without some stresses) and the installation went very well. The crew was fantastic and answered all of my questions. The panels, however, were not all black. I decided to keep the panels and not go through any more headaches. Now for the inspection...I was told to wait to hear from Boston Solar when the inspection would happen. I waited 2 weeks and when I heard nothing, I contacted Boston Solar to see what the delay was. I know inspections sometimes take a while, but not to schedule and to receive a date, that takes a phone call. Within an hour, I had an appointment. The inspection was scheduled on a Friday between 9-12noon. The inspector was there at 9:15, but the Boston Solar representative did not arrive until 9:27. Then the rep did not have all the necessary photos and Boston Solar had worked with this particular inspector prior. The inspection did pass and the certificates were sent to National Grid. Within a day of everything being approved, National Grid changed my meter, and the agent told me to contact Boston Solar to figure out next steps. I called my contact and left a message and did not hear back. Fortunately, I knew what breakers to switch on and my panels are producing. I have had zero luck with the mySunPower app as it is not connecting to the reader or I don't' have all the information I need. I'm not sure of the problem because Boston Solar has not returned my call. This has been a most frustrating experience.