Solar system installation Don't know what to do

Sansa

Husband and I have been in Hell with this company. We have been given an installation date 1st of November. The roofer panel installers came late around 2pm with the wrong panels. (Much cheaper than the ones we've ordered) We didn't get any email or anything stating that and they tried to install it quickly so we don't see it. One of them ripped of a piece of our brand new roof felt as well because they were rushing and moving the roof tiles with no care. Husband was upset and asked them to be careful and they told him that he doesn't have the right to stay on the scaffolding with them. Husband is carpenter so the scaffolding was rented by his company. One of the roofers was really angry, yelling for no real reason really and they left without installing a single thing. I was very confused as we are very calm people, we avoid confrontation, raising our voice etc. 
Then we scheduled another date last week. Early in the morning the electritions came and they were so lovely and professional. They did an exceptional job. Around 2pm the same roofers arrived as well pretty much same happened. This same person was angry saying that he is self employed, he works for many companies and doesn't care about our roof. He called the solar company saying that he didn't do the rips but it was my husband himself. Honestly for the 10 years I've known my husband, he never lie. He is such an honest person! We couldn't say a word because the roofers mouth just wasn't stopping.  All this was witnessed by the electritions who looked so shocked and apologized after that. Also the roofers came with wrong panels again. Not the ones that we've been sent specification of. I've called the company and a very rude woman started yelling at me saying their people are very experienced, that my husband refused some kindd of panels. I've never heard about this. I told her that I am not calling her to fight but just want to understand what is going on. After a lot of words and I couldn't say a thing, she said something like Is your husbands fault because he wants to watch the installation and is telling our people how to do their job. I've just told her that he does that because doesn't want nay rips in the felt. She got absolutely mad after that, yelling and saying lots of things. I couldn't say a word. Then she said I will take everything already installed from your property and will charge you for the labour and traveling! We've paid £3000 pound deposit and she meant we were about to lose it! I was honestly shocked and I still am. The electritions had to call the office twice to tell her that they've just  finished installing,that we are decent people and that's not right!
She called my husband saying that they can send another roofer but we have to pay £500 more. And I don't really know what kind of panels they will be installing! Also she told my husband that I wanted to kick their people from our property! I would never say that! Absolutely out of character for me! 
Honestly I feel so bad and I don't know what to do. We are paying £13000 in total to them for all this!
I feel like I have no choice and they can do whatever they want including yelling at us, lying and bullying us 
I am planning to tell them that I want only written communication from now on so I have a proof of anything said.
Any other advice will be greatly appreciated! 
As I said we are not confrontational people and this communication is a shock for me

Alderbank

They have to do what was agreed in the contract.
What exactly does the contract say?

Sansa

Alderbank said:

They have to do what was agreed in the contract.
What exactly does the contract say?

They didn't provide any contract. Just quote that we signed. 

Alderbank

A quote is a statement of the price at which a business will supply goods or services. When you accept a quote, you have formed a contract. 
So what exactly does the quote say? That is what you are entitled to get for your £13,000, exactly that, no more and no less. There might also be a few implied terms such as the timescale must be reasonable.

pinkshoes

You are entitled to exactly what your quote says.

If your quote says XYZ solar panels and they have tried to fit different ones, then you are correct to stop them fitting the wrong ones and ask for the correct ones to be fitted.

Stop phoning them and WRITE to them. Email is fine. Something like:

On 02 November your roofer panel installers arrived at 2pm with the wrong panels. We have ordered XYZ panels but they arrived with ABC panels which are of a lower specification and cheaper. The installers tried to install the wrong panels, ripping some roof felt in the process. We asked them politely to stop as we wanted the correct panels installing. On X date, the roofers arrived at 2pm and again they had the wrong panels. One of the installers was very rude which was also witnessed by your electricians.
I would like to offer you one more opportunity to fit the correct panels, or if you are unable to do this, please refund my £3000 deposit within 14 days. 

I would perhaps also add that you would like a different installer to come due to the behaviour of the other one!

macman

Sansa said:

Alderbank said:

They have to do what was agreed in the contract.
What exactly does the contract say?

They didn't provide any contract. Just quote that we signed. 

Then the specification is presumably detailed in the quote-what does it say? You surely didn't sign a quote that simply said 'we will install some solar panels for £13K'?
What is the size of your system, and how many panels? At that price it must be a huge install. A 4kWp system should be around £7,500.
Is your installer MCS-accredited?
That quote, plus any verbal agreements, form your contract, and is legally binding.
Since the 'roofers' appear to be sub contractors, I suggest you ask the sales consultant who sold you this system to attend for a site meeting to discuss the issues before any further work is done.

Sansa

macman said:

Sansa said:

Alderbank said:

They have to do what was agreed in the contract.
What exactly does the contract say?

They didn't provide any contract. Just quote that we signed. 

Then the specification is presumably detailed in the quote-what does it say? You surely didn't sign a quote that simply said 'we will install some solar panels for £13K'?
What is the size of your system, and how many panels? At that price it must be a huge install. A 4kWp system should be around £7,500.
Is your installer MCS-accredited?
That quote, plus any verbal agreements, form your contract, and is legally binding.
Since the 'roofers' appear to be sub contractors, I suggest you ask the sales consultant who sold you this system to attend for a site meeting to discuss the issues before any further work is done.

Is 6.5 kWh system + 6.5kwh battery. They already installed the inverter and battery. All cables are run nice and neatly to the loft. 
They are MCS accredited and we will wait for the certificate after that. They also provided insurance in n case of problems with installation. Is jus to roofers and that lady in the office. I understand things happen but yelling at customers is a big no no.
Thank you

macman

Ask to speak to the MD or CEO. Surely you must have a sales contact, or someone who did the survey?