Free solar panel feedback discussion: HomeSun

Cardew

I have reservations about Rent a Roof systems - period.

However if you decide to go ahead, personally I wouldn't touch this firm, for the problems shown in this thread and the earlier thread. What is the betting they will try an extract a payment from you?

If you go to the 'Green' Section of MSE you will find a thread dealing with another R-A-R firm called 'A Shade Greener'. They are, I believe, the largest firm in this field and almost without exception the feedback is positive.

Bennett_8

Thank you all for your speedy replies!

Have read right through the thread and taken everything into account I have cancelled my appointment.

Many Thanks.

bearcub

Cardew wrote: »

I have reservations about Rent a Roof systems - period.

If it actually was 'rent-a-roof' it probably wouldn't be too bad, but it's actually 'rent-the-air-space-above-the-roof' which, in property terms, is very, very odd!

babynurse_2

I'm currently in an email dialogue with Homesun and feeling like I'm banging my head against a brick wall. This is a bit long winded but:
The history is that we had completed all the application and survey process in November last year and only missed out on fitting by a matter of days when the government announced the tariff change for December. We were then promised a 'reserved' fitting if they won the appeal. In Janauary, having not heard from them, I then had to prompt them to fulfill this commitment and we received another visit for a 'survey' on 31st January (having already had one initially back in October 2011).
We then heard nothing again, so I emailed them on 11/02/12. I did not get a response so emailed again today, 17/02/12. Their response stated our house was not 'efficient' enough to fit panels (whatever that is, our roof is large enough for the biggest available system, south facing and in the south west where light conditions are best). When I challenged this the reason was then that there was no loft access and our roof was sagging and structurally unsound. This helped as we have a loft hatch (that the 'surveyor' in fact used to get into the loft) and our roof has absolutely no 'sag'. I pointed out that they must have survey reports mixed up and got a response totally ignoring this fact and rather patronisingly giving their reasons for not fitting due to their 'consideration' for the 'safety and security of the homeowners'. I have sent a further email restating their 'survey report' is not describing my roof. I am assuming that on Monday we will again have to chase them to make any progress.
I note Homesun monitor these threads so maybe someone would care to get this sorted.

DoctorBanzai

Sorry to hear about your problems but I can't say I'm surprised.

To be honest I wouldn't waste my time with them it could be more constructively used getting a better company in. Do you really want to have to deal with Homesun for the next 25 years now that you know first hand what they're like?

If you want to continue I would send them photos of your loft access and you roof. This can't be argued with. I would request a copy of the survey and perhaps try to contact the person who produced the report. You can appeal against the decision but their procedure is only internal and I very much doubt the it will get you anywhere.

Get as many people involved as you can. Write to local press, MP's, consumer programmes (I know that You & Yours are interested in hearing about Homesun) and keep banging on in as many public forums as you have the energy to deal with.

Try not to stress yourself too much. It is frustrating and Homesuns horrible customer service will grind you down. I made the mistake of letting it get to me and it made my wife and I both I'll with stress. I regret giving them that power over me.

If there's anything I can possibly do to help then please ask.

Good luck.
Doc.

bearcub

A similar situation arose with someone else on this forum, as I recall. Since I came across this company, I've often wondered if a potential customer asked for a copy of the lease to show a solicitor, would Homesun suddenly decide that the property was no longer suitable?

We're seriously considering having Homesun remove the panels that my mum has because we really don't trust this company but, if we go according to the lease (via a solicitor - we wouldn't even start without legal help!), we have to stipulate the date of removal, and pay up front when we request removal. If Homesun can change their minds at will, and make up the rules as they go along, what chance have we of actually having the panels removed once we've paid the money?

HomeSun_company_representative

Dear Bennett_8

Sorry to hear you have cancelled your appointment. A ShadeGreener is a great company but our difference is that we don’t only do 16 panelsystems but go down to 12 panels and have even been known to do 10 panel systems. Also, you can buy yourself out of your contract with HomeSun at a later date ifyou want to.

A couple of notes on Free Solar:

- All Free Solar companies rent the air spaceabove the roof not the roof itself

- You should not have any costs at all with FreeSolar

- HomeSun feels that solar should be available tomore homeowners than just those with the largest, highest performing roofs.Rather than saying ‘no’ to smaller roofs we try to say ‘yes’ but then must askfor a contribution. This is our SolarShare product (SolarShare was also one ofour original products when costs were higher than they are now)

Best wishes,

Tanya

HomeSun_company_representative

babynurse wrote: »

I'm currently in an email dialogue with Homesun and feeling like I'm banging my head against a brick wall. This is a bit long winded but:
The history is that we had completed all the application and survey process in November last year and only missed out on fitting by a matter of days when the government announced the tariff change for December. We were then promised a 'reserved' fitting if they won the appeal. In Janauary, having not heard from them, I then had to prompt them to fulfill this commitment and we received another visit for a 'survey' on 31st January (having already had one initially back in October 2011).
We then heard nothing again, so I emailed them on 11/02/12. I did not get a response so emailed again today, 17/02/12. Their response stated our house was not 'efficient' enough to fit panels (whatever that is, our roof is large enough for the biggest available system, south facing and in the south west where light conditions are best). When I challenged this the reason was then that there was no loft access and our roof was sagging and structurally unsound. This helped as we have a loft hatch (that the 'surveyor' in fact used to get into the loft) and our roof has absolutely no 'sag'. I pointed out that they must have survey reports mixed up and got a response totally ignoring this fact and rather patronisingly giving their reasons for not fitting due to their 'consideration' for the 'safety and security of the homeowners'. I have sent a further email restating their 'survey report' is not describing my roof. I am assuming that on Monday we will again have to chase them to make any progress.
I note Homesun monitor these threads so maybe someone would care to get this sorted.

Hello babynurse,

First of all we’re sorry that you have not been fully satisfied with the service so far and we assure you that this is not the level of service we aspire to here at HomeSun.

We understand you have been in contact with our Customer Service team via email who are in the process of obtaining the surveyors report along with photos. We have passed on the information you have provided to us and have asked our installers to provide the necessary information as to why they feel a structural survey is required.

We know the wait is becoming frustrating; however as suggested by our Customer Service Team, our first concern with any installation is the safety and security of the homeowners, and sustaining the value of their property. It would be irresponsible for us to commission our fitters to install on your roof. We acknowledge that you have asked us to – but the fact remains that we do not believe it to be responsible to install on a roof that could harm property or occupants as suggested to us by our installers.

Just to reiterate, our whole business is built on installing free and low cost solar systems. We receive the Feed-in Tariff, and homeowners receive free electricity. So, if you have the right roof for solar, it is not in our interests to turn you away - both HomeSun and you would benefit from a positive outcome. If indeed a structural survey is required after our challenge to the surveyor’s findings, it is with regret that we will not be able to install before the March 3rd cut of date. We are trying to get to the bottom of this and hope to get this resolved within the next couple of days.

We will be in touch as soon we retrieve the report from our installers. In the meantime, we would like to thank you for your patience and appreciate that this unfortunate situation is becoming increasingly frustrating however we will do our utmost to assist.

Kind regards,

Tanya

bearcub

HomeSun_company_representative wrote: »

Also, you can buy yourself out of your contract with HomeSun at a later date ifyou want to.

Yes, at a cost of £15,000, which you want paid up front before you've even agreed to do it! Given that you can't keep appointments, as shown many times on here, what's the chance of your people actually turning up and removing the panels on the requested date, or at all?

babynurse_2

DoctorBanzai wrote: »

Sorry to hear about your problems but I can't say I'm surprised.

To be honest I wouldn't waste my time with them it could be more constructively used getting a better company in. Do you really want to have to deal with Homesun for the next 25 years now that you know first hand what they're like?

If you want to continue I would send them photos of your loft access and you roof. This can't be argued with. I would request a copy of the survey and perhaps try to contact the person who produced the report. You can appeal against the decision but their procedure is only internal and I very much doubt the it will get you anywhere.

Get as many people involved as you can. Write to local press, MP's, consumer programmes (I know that You & Yours are interested in hearing about Homesun) and keep banging on in as many public forums as you have the energy to deal with.

Try not to stress yourself too much. It is frustrating and Homesuns horrible customer service will grind you down. I made the mistake of letting it get to me and it made my wife and I both I'll with stress. I regret giving them that power over me.

If there's anything I can possibly do to help then please ask.

Good luck.
Doc.

Thanks, DoctorBanzai. I now wouldn't want to have Homesun panels even if they did change their mind. Today I managed to get the 'survey report' sent to me and it clearly records our roof as having no problems. When I got back to them with this they got someone from the surveying company (Mark Group) to phone me (even though I said my issues were with them and I didn't want to speak to anyone else) to say our roof wasn't stong enough. This was no surprise as I'd already concluded they were doing everything to cover their backs and I no longer trust them. I now see from previous correspondents that Homesun have used this 'second survey' ploy before. Seems to me they only want easy installations and as a deadline (such as the feed-in tariff change) approaches they look for excuses to not fit to awkward sites (my house is built on a slope and has bay window, both details recorded on the report). I will indeed share my complaints around. Thanks.