Review for Smart Wave Solar

Office location: 14553 S 790 W, Bluffdale UT, 84065

11/22/2024
Chris I. Salt Lake City, UT

This company is great...Until they get paid

I will start by saying that I very seldomly write bad reviews. I'm a retired Army Medic of 27 years. I always appreciate anyone who works on my home, especially the end line workers doing the hard and dirty work. I've been there...A LOT. I provide drinks and food when accepted and ALWAYS have it available. I open my house to allow workers to use my bathroom rather than sending them to a gas station. In other words, I know how to take care of people who do work I can't. I'm very easy going regarding minor errors as we're all only human. However, apparently Smart Wave takes understanding and tolerance as a sense of inherent weakness, hence this review. I started working with Smart Wave in October 2023. It was the typical sales engagement regarding up selling and encouragement not to wait too long. This is to be expected. It wasn't over the top, just...well, typical. My system (which included a roof replacement) was $50,000.00! Paperwork to start the process began October/November 2023. It took until March to finally get the system installed and running. This was due, in part to several paperwork errors between Smart Wave and the power company. A company that works in only two states would seem to have their collective act together regarding proper paperwork, proper labeling, and proper installation of the base electrical equipment. Instead, it was rookie-like in the sheer incompetence. I let it slide... During the installation, the install team punched a small hole above my garage about the size of a grapefruit because driving with a ladder on a vehicle is really hard. The whole was minor, and I was told it would be repaired. I received an email that someone would contact me about the repair...Nothing. Gentle reminder to Smart Wave...another platitude and a promise I would get a call...Once again, nothing. It took me talking directly with my salesman after two company promises to finally get someone out here to fix the hole...Again, I let it slide. In May 2024 I received a 60-day system check informing me that the system was UNDER producing. I IMMEDIATELY responded to said email and asked for another system check. In this situation, I will accept some culpability because I honestly didn't follow up with the company. But should a customer have to run down a multi-million-dollar company? I contend information should be designed based on a push versus pull system. Afterall, Smart Wave admitted that the system was under producing. In any event, I failed to chase them down and over time completely forgot. Now, a professional company, knowing FULL well the system they installed is underperforming would send someone to check the system in question...NOPE, NADA, ZILCH. No phone calls, emails, texts or anything from this company to reach out and address the issue. Interestingly enough, there is a disclaimer that states something to the effect of the company NOT being responsible for issues unless they are notified. Well, a professional organization, ADMITTING to a system not working as advertised would be interested in protecting their companies good name, right? Nope. Fast forward to November 2024 and I received an email stating that their "technical team" would review my underperforming $50K system. I expressed my disdain regarding the fact that the November email was one week shy of SIX MONTHS for them to respond to my request for another 60-day check...Again, I forgot to repeatedly harass Smart Wave to do, well, their JOB! More platitudes and apologies from the company with some half-baked excuse about "changing systems" and "some" customers emails and/or account info were "lost or improperly" routed to other departments. If, in fact that was the case, the other departments in the company are equally as unprofessional. I mean, I always allow my business email and correspondence traffic to sit, unread, for six months so it can be routed properly! It's either sheer and utter negligence, downright laziness or deliberately trying to ignore their customers. The next email I receive (the next day) states that the technical assessment indicates that there "appears to be an issue with how the strings are connected". ONCE AGAIN, they can see the issue from the top of their system but NEVER sent anyone out to check it, knowing FULL-WELL the issue, as they allege above is due to an improper INSTALLATION! I mean, come on man; really?! Apparently, someone will be here to check my system the beginning of December to correct shoddy work from almost a year ago. Now, my anger stems from the fact that Smart Wave appears to be efficient and professional, but it also appears once they cash your check, it's catch as catch can regarding what you may receive for follow-up customer service. While $50K is budget dust to a company like this, it's a hard hit for someone living on military retirement income. I've been paying for a system for almost a year AND paying more than I should be for electricity due to incompetence and complacency. I fully expect a myriad reasons, (i.e. excuses) for this experience which, I'm sure will be easily written off as a "we're sorry for your experience". I'm further sure that if any restitution is to be offered, it will be MY responsibility to provide the burden of proof, even though all correspondence is in their system...But, Oh wait - Their records are probably lost due to the system switch they conducted. The last thing I'll say is Smart Wave seems to have more good than bad ratings. For that reason and that reason alone, I will not make them come rip out the entire system from my house. One thing is for sure, I will caution anyone who asks that there's a chance they'll have an experience similar to mine. Buyer beware!