Free solar panel feedback discussion: HomeSun

beelzebomb

Yes they managed to email me about the comp - but have so far failed to get in touch about my enquiry!

DONALD

I chose Homesun as they seemed to come up with the best deal, can't say their customer services is up to much though, still waiting to speak wth their customer services manager, who is always busy. However over 2 months ago we signed up and had to pay £250.00 as our roof was not quite south apparently. We had the survey, paid, signed and even got the building society letter saying go ahead. Then apparently the owner of Homesun, or so she said they could not fit in time for the deadlline in December, this wasn't a real problem, but I wanted some committment from Homesun and she wasn't giving it and as the government goal post had changed, I knew it was important to get it done early December and I got the impression Homesun were delaying on purpose, but rememeber they have had my money all this time. I got a phone call from a young girl this week saying they had done a second survey and it was not possile to fit. I have had no survey and if they did come, they were trespassing I pointed out and requested her manager. I eventually spoke to a young man who seemed to help, but again no manager, (where are they all)? I had given them 48 hours and spoke with consumer direct who confirmed that they were breaking their contract and under the sales of goods act 1982 they couldn't just break their contract and remember they still have my money. I phoned Homesun again to and offered them the chance to sort this out, the young said they had used google map when doing the second survey, my house doesn't look like this now, we have extended upwards, they then said they were using photo's, so were lying to me and in my opinion making it up and trying to frighten me with their legal team language. Well Homesun this does not scare me. I warned them I would put it in writng and had reported them to consumer direct and said I would put the information on this site, but the young girl said the manager was busy,mmmm believe that if you will, so here it is.

Anyone else had similar problems.:mad:

zeupater

DONALD wrote: »

I chose Homesun as they seemed to come up with the best deal, can't say their customer services is up to much though, still waiting to speak wth their customer services manager, who is always busy. However over 2 months ago we signed up and had to pay £250.00 as our roof was not quite south apparently. We had the survey, paid, signed and even got the building society letter saying go ahead. Then apparently the owner of Homesun, or so she said they could not fit in time for the deadlline in December, this wasn't a real problem, but I wanted some committment from Homesun and she wasn't giving it and as the government goal post had changed, I knew it was important to get it done early December and I got the impression Homesun were delaying on purpose, but rememeber they have had my money all this time. I got a phone call from a young girl this week saying they had done a second survey and it was not possile to fit. I have had no survey and if they did come, they were trespassing I pointed out and requested her manager. I eventually spoke to a young man who seemed to help, but again no manager, (where are they all)? I had given them 48 hours and spoke with consumer direct who confirmed that they were breaking their contract and under the sales of goods act 1982 they couldn't just break their contract and remember they still have my money. I phoned Homesun again to and offered them the chance to sort this out, the young said they had used google map when doing the second survey, my house doesn't look like this now, we have extended upwards, they then said they were using photo's, so were lying to me and in my opinion making it up and trying to frighten me with their legal team language. Well Homesun this does not scare me. I warned them I would put it in writng and had reported them to consumer direct and said I would put the information on this site, but the young girl said the manager was busy,mmmm believe that if you will, so here it is.

Anyone else had similar problems.:mad:

Hi

The problem is .... you're not a consumer, you're a supplier ..... possibly makes a difference! .... nothing sold, no consumer protection, no consumer protection act .....

Just ask for your money back in writing ..... you might find that this thread is monitored and that nice Tanya (HomeSun company representative) will offer to sort it all out for you anyway ....


HTH
Z

beelzebomb

DONALD wrote: »

I chose Homesun as they seemed to come up with the best deal, can't say their customer services is up to much though, still waiting to speak wth their customer services manager, who is always busy. However over 2 months ago we signed up and had to pay £250.00 as our roof was not quite south apparently. We had the survey, paid, signed and even got the building society letter saying go ahead. Then apparently the owner of Homesun, or so she said they could not fit in time for the deadlline in December, this wasn't a real problem, but I wanted some committment from Homesun and she wasn't giving it and as the government goal post had changed, I knew it was important to get it done early December and I got the impression Homesun were delaying on purpose, but rememeber they have had my money all this time. I got a phone call from a young girl this week saying they had done a second survey and it was not possile to fit. I have had no survey and if they did come, they were trespassing I pointed out and requested her manager. I eventually spoke to a young man who seemed to help, but again no manager, (where are they all)? I had given them 48 hours and spoke with consumer direct who confirmed that they were breaking their contract and under the sales of goods act 1982 they couldn't just break their contract and remember they still have my money.

Anyone else had similar problems.:mad:

To suggest you are not a consumer & may have limited or no rights is not particularly helpful or necessarily accurate - this link might help a little.
http://www.realassurance.org.uk/scheme/consumer-code

DONALD

Sorry if I spelt it wrong, but I agree the response of saying I am not a consumer is not very helpful and as Consumer Direct quoted the law to me I am pretty sure they know there stuff and thank you for the link you posted.


Donald:j

zeupater

beelzebomb wrote: »

To suggest you are not a consumer & may have limited or no rights is not particularly helpful or necessarily accurate - this link might help a little.
http://www.realassurance.org.uk/scheme/consumer-code

Hi

The REAL code is really (no pun intended) aimed at purchasers of systems, describing how the contracts and deposits are handled, how sales agents are to conduct themselves etc

There is REAL guidance to their members on operating within the RaR sector .... this is it .... (http://www.realassurance.org.uk/pdf/information-regarding-free-solar-pv-systems.pdf) ... you'll see that it's not very detailed at all.

What may not immediately strike many is that the REAL code only applies to it's members, the installers, but the installers may be sub-contractors to the RaR scheme operators, who themselves may not be members. This actually also applies to many 'middlemen' pv companies who handle the order process and sub-contract the installation to MCS companies who have no direct financial link to the customer, however, at least normal consumer protection legislation applies where a product or service purchase takes place .....

Consumer law in this area is not as clear as many would at first think !

HTH
Z

William3

DONALD wrote: »

I chose Homesun as they seemed to come up with the best deal, can't say their customer services is up to much though, still waiting to speak wth their customer services manager, who is always busy. However over 2 months ago we signed up and had to pay £250.00 as our roof was not quite south apparently. We had the survey, paid, signed and even got the building society letter saying go ahead. Then apparently the owner of Homesun, or so she said they could not fit in time for the deadlline in December, this wasn't a real problem, but I wanted some committment from Homesun and she wasn't giving it and as the government goal post had changed, I knew it was important to get it done early December and I got the impression Homesun were delaying on purpose, but rememeber they have had my money all this time. I got a phone call from a young girl this week saying they had done a second survey and it was not possile to fit. I have had no survey and if they did come, they were trespassing I pointed out and requested her manager. I eventually spoke to a young man who seemed to help, but again no manager, (where are they all)? I had given them 48 hours and spoke with consumer direct who confirmed that they were breaking their contract and under the sales of goods act 1982 they couldn't just break their contract and remember they still have my money. I phoned Homesun again to and offered them the chance to sort this out, the young said they had used google map when doing the second survey, my house doesn't look like this now, we have extended upwards, they then said they were using photo's, so were lying to me and in my opinion making it up and trying to frighten me with their legal team language. Well Homesun this does not scare me. I warned them I would put it in writng and had reported them to consumer direct and said I would put the information on this site, but the young girl said the manager was busy,mmmm believe that if you will, so here it is.

Anyone else had similar problems.:mad:

My partner has had almost the same thing happen, all paper work was signed on a free system, we had a survey which we have a letter saying passed, we had an installation date. and then out of the blue comes news of a second survey being required, this is where it gets fun as we get the phone, and he regrets to inform us that they will not be able to install on our premisis due to the roof being unsuitable and the earth not being bonded to the gas supply or the water main. Well after the phone call I inspect the water main and hello theres the earth bonded, I walk over to the gas main... ooooh theres the gas main bonded. as for the roof there all the same around here and there are panels on other properties, so what we have is LIAR LIAR LIAR.

(the surveyor who looked around the second time asked where the water main was, and we said just behind the washing machine, his response was , I will put it down as inaccessable.)

Homesun is disgraceful , we where also advised that we would recieve an email confirming all of this, but as of yet no letter. we are going to write to homesun requesting the full surveying faults to the property and then ask our friend who is a structural and electrical engineer.

zeupater

William3 wrote: »

My partner has had almost the same thing happen, all paper work was signed on a free system, we had a survey which we have a letter saying passed, we had an installation date. and then out of the blue comes news of a second survey being required, this is where it gets fun as we get the phone, and he regrets to inform us that they will not be able to install on our premisis due to the roof being unsuitable and the earth not being bonded to the gas supply or the water main. Well after the phone call I inspect the water main and hello theres the earth bonded, I walk over to the gas main... ooooh theres the gas main bonded. as for the roof there all the same around here and there are panels on other properties, so what we have is LIAR LIAR LIAR.

(the surveyor who looked around the second time asked where the water main was, and we said just behind the washing machine, his response was , I will put it down as inaccessable.)

Homesun is disgraceful , we where also advised that we would recieve an email confirming all of this, but as of yet no letter. we are going to write to homesun requesting the full surveying faults to the property and then ask our friend who is a structural and electrical engineer.

Hi

If they're going to install quickly to beat the FiT tariff change they will undoubtably select only what they see as being the most lucrative jobs.

My guess is that the criteria for selection has been looked at very carefully and their existing 'order' book has been sorted by some form of hastily concocted complexity/return priority ... for example, let's say that they were already planning to fit 1000 systems over the next few months, but as a result of the changes believe they can only manage half of them before the tariff change ... they'll certainly re-assess the roof orientation and minor shading to select the best ... then they'll want to ensure that any additional costs are addressed - anything with abnormal scaffolding would be moved down the priority list, any 'remote' installations will be discounted due to lost time travelling, as would any installations with additional complexity which would result in additional time on site, such as earth bonding.

Your electric/water/gas may be bonded, but is it bonded to the latest specifications, which require 10mm earth ? ... this is probably the issue. My guess is that they are pushing very hard to shoehorn two installations per day for each team, so an extra hour or so on 'extra' work could throw the possibility of achieving this into total chaos ....

I know the above doesn't help, but it's likely to be the case.

HTH
Z

DoctorBanzai

I can't report on the efficiency of my panels as I've not had them installed yet!
After applying and having a survey, I was accepted for a fully free 16 panel installation. There was one hiccup in that the survey got 'lost' for two months so we were in limbo for a while. However, once accepted a rep turned up, contracts were signed and an install date given.

Initially the dates for install were 16th, 17th & 18th of November. First date for the scaffold to be erected and the other two for the installation.

Duly, on the 16th, the scaffolders turned up and erected the scaffold, no problem (local company). However a delivery driver also turned up with the panels. He was surprised that the install team wasn't there but I offered to take them in anyway. He said that it would be a bad idea as we would be responsible if they were damaged or stolen so he took them away again on the understanding that they would be delivered again the next day.

On the 17th the installers arrived, bright and early at 8am, and started to prepare for the install. By 11am there were still no panels and the installers had nothing to do. After some phone calls (by the installers) I was told that there had been some problems and that nobody's 'kits' had been sent out and that they wouldn't be able to install that day. Off they went.

After many phone calls by myself to Homesun (the content of which I won't go into) a new install date of the 26th was agreed. As an aside, I was told that the delivery people claimed that they had tried to deliver but nobody was here! Interesting seeing that not only myself, but three members of the installation team were here waiting as well!

I received a phone call on Monday from a lady at Carillion (I'm not going to name her) to confirm the install date. Everything seemed on track, little did I know.

On Tuesday or Wednesday (old age, can't remember which) a chap from the scaffold company arrived to check we had scaffolding as they had been told to erect scaffolding at our address. He had to come round to check as his company was sure that they had already put it up here! And of course he was correct! A wry chuckle from both of us and off he went.

So I sat back and waited (again) for the big day. Again, appointments, shopping trips and family visits had be re-arranged to accommodate Homesun's visit.

And here I sit. It is Saturday the 26th November. No-one has turned up. I got up at 6am to prepare and have been waiting ever since. It's now 4.40pm and nearly dark so there is no way anyone will show now. I've had no phone calls, I've been trying to ring Homesun since 11am (thanks for the 0844 number by the way) was cut off after 20 minutes of waiting. I've tried ringing Carillion on various numbers, again no answer, and finally tried the mobile number of the rep who visited us. No answer, left a message, no reply as yet. Absolutely no contact with or from anyone.

I am so unhappy now I don't know what to do. The Homesun contract (section 15) threatens dire consequences if I were to miss an appointment, what do I get when they fail in their responsibilities? Not even an apology so far. I've taken 2 days unpaid leave and have re-arranged appointments and even had to cancel a hospital appointment for my wife (got to wait 2 months for a new one).

Help me Homesun. I so want to believe that free solar, and Homesun as a company, is a good idea. My faith is on the wane...

zeupater

DoctorBanzai wrote: »

I can't report on the efficiency of my panels as I've not had them installed yet!
After applying and having a survey, I was accepted for a fully free 16 panel installation. There was one hiccup in that the survey got 'lost' for two months so we were in limbo for a while. However, once accepted a rep turned up, contracts were signed and an install date given.

Initially the dates for install were 16th, 17th & 18th of November. First date for the scaffold to be erected and the other two for the installation.

Duly, on the 16th, the scaffolders turned up and erected the scaffold, no problem (local company). However a delivery driver also turned up with the panels. He was surprised that the install team wasn't there but I offered to take them in anyway. He said that it would be a bad idea as we would be responsible if they were damaged or stolen so he took them away again on the understanding that they would be delivered again the next day.

On the 17th the installers arrived, bright and early at 8am, and started to prepare for the install. By 11am there were still no panels and the installers had nothing to do. After some phone calls (by the installers) I was told that there had been some problems and that nobody's 'kits' had been sent out and that they wouldn't be able to install that day. Off they went.

After many phone calls by myself to Homesun (the content of which I won't go into) a new install date of the 26th was agreed. As an aside, I was told that the delivery people claimed that they had tried to deliver but nobody was here! Interesting seeing that not only myself, but three members of the installation team were here waiting as well!

I received a phone call on Monday from a lady at Carillion (I'm not going to name her) to confirm the install date. Everything seemed on track, little did I know.

On Tuesday or Wednesday (old age, can't remember which) a chap from the scaffold company arrived to check we had scaffolding as they had been told to erect scaffolding at our address. He had to come round to check as his company was sure that they had already put it up here! And of course he was correct! A wry chuckle from both of us and off he went.

So I sat back and waited (again) for the big day. Again, appointments, shopping trips and family visits had be re-arranged to accommodate Homesun's visit.

And here I sit. It is Saturday the 26th November. No-one has turned up. I got up at 6am to prepare and have been waiting ever since. It's now 4.40pm and nearly dark so there is no way anyone will show now. I've had no phone calls, I've been trying to ring Homesun since 11am (thanks for the 0844 number by the way) was cut off after 20 minutes of waiting. I've tried ringing Carillion on various numbers, again no answer, and finally tried the mobile number of the rep who visited us. No answer, left a message, no reply as yet. Absolutely no contact with or from anyone.

I am so unhappy now I don't know what to do. The Homesun contract (section 15) threatens dire consequences if I were to miss an appointment, what do I get when they fail in their responsibilities? Not even an apology so far. I've taken 2 days unpaid leave and have re-arranged appointments and even had to cancel a hospital appointment for my wife (got to wait 2 months for a new one).

Help me Homesun. I so want to believe that free solar, and Homesun as a company, is a good idea. My faith is on the wane...

Hi

Looks like a real mess to me ... in their rush to beat the December FiT reduction deadline they're obviously in a state of total disarray.

If you consider that you are a consumer and you have been given firm delivery dates which have been missed then you would have the right to claim compensation as the trader has broken their agreement with you, although this could possibly be seen as an antagonistic approach before installation of a 'free' product.

It is, however, very possible that as ownership of the product remains with the RaR scheme operator and the lease is likely written as a supply lease for use of the roof then the RaR operator could be seen as being the customer(/consumer) and therefore normal consumer protection and rights would be difficult to apply ..... I would love to see input from a legal professional on this viewpoint, however I suspect that it would even be quite difficult for one professional to forward a view which wouldn't be open to challenge by another .....

Good luck ...
Z