True Value Solar
By Business Owner
13th December 2013 9:05 am
"Hi timr16, We regret to hear you are unhappy with the warranty turnaround times. We will look into it immediately if you could kindly contact firstname.lastname@example.org with your full name and T Reference Number (please use the subject line “Public Forum Query”), and we will have a team member contact you as soon as possible to discuss. Kind regards, True Value Solar "
Signed up in late August. Contractors installed solar system on Wednesday 27th November.
Panels were not one of two brands the sales person stated in an email would be used, (ranked 112th compared to a ranking of 3rd in a German study) but that is the least of my concerns.
What started as an exciting project for me has quickly turned into a nightmare. I wish I had never considered going with True Value solar.
Roof truss or rafter?
I went into the roof space on the 3rd December to have a look at the workmanship and noticed one of the fastening bolts/screws had caused a split along almost the entire rafter/truss length. Cause: no pre-drilling* before driving in fasteners with a "rattler" power tool
On the same truss/rafter, it appears the installer realised the damage caused as that particular truss/rafter is the only one where a fastener wasn't screwed in further along the length, probably knew doing so would cause the entire rafter/truss to collapse.
* Quick research revealed that hardwood is supposed to be predrilled and 5cm, not 8cm bolts used as a precaution against cracking.
True Value use their own (non SunLock) tile bracket system, however procedure to fix to rafters would be the same across tile bracket manufacturers to protect from hardwood damage.
From the SunLock manual:
To prevent splitting the timber, pre-drill the screw holes at an inward facing angle.
This is especially important for hardwood rafters.
Tile brackets are supplied as standard with 90 mm timber roofing screws, which supply the required 80 mm embedment in softwood rafters.
For hardwood rafters, the embedment can be reduced to 40 mm (i.e. use at least a 50 mm screw, or longer if you have any packers between the tile bracket and the rafter).
Good article from the the National Federation of Roofing Contractors Limited in the UK on fixing solar panels to timber rafters:
As the trusses/rafters were not predrilled and used the same length fasteners, it's conceivable that more trusses/rafters will crack, ie - if they have been weakened by the fasteners.
I sent True Value Solar photos and an email on the 3rd December to their email@example.com email address and no response from them so far.
However, the contractor didn't turn up or contact me on the 4th December to connect into the mains switchboard as arranged last week.
In addition -
Panels not in alignment:
Tile brackets not straight:
A true sign of a company is how they deal with issues they have caused. As of the time of submitting this review, True Value themselves have not acknowledged the email I sent, nor started to fix the issues.
On Friday 6th December the original installer Tony arrived unannounced wishing to commission the system. I attempted to have a discussion about the rafter however Tony was unable to be calm and he stormed off stating he was not going to commission the system. All I want and am entitled to is my roof to be in the same condition it was prior to True Value Solar doing their install.
7th December 2013. Had a different installer and the original offsider (Angus) turn up at 5PM unannounced who wanted to commission the system and fix the rafter with the use of 'no more nails'. Week-end not being convenient, I asked them to come back during the week. Agreed on Monday morning, however after looking at the technical data sheet for no more nails, it states:
Not suitable as a structural laminating adhesive or where structural loads are concentrated."
Given TVS contracted installers are apparently electricians, I refer back to my original email to them:
"I would like this rafter replaced at your cost by a qualified builder of your choice to at least the same undamaged condition it was prior to the install, prior to final payment on the install being made."
8th December 2013. Had a look at other rafters and found fastners coming out the side, splitting wood. Found three damaged tiles.
I'm extremely disappointed that a project that at the outset was exciting has turned into a nightmare, due to incompetence, then a denial of responsibility by Tony the first installer and finally by no response at all or acceptance of responsibility from True Value Solar management, with whom I signed the contract.
9th December 2103. Dear "Business Owner" I have sent numerous emails to your firstname.lastname@example.org system as requested when I phoned. Not one of those emails has even been acknowledged. Your standard "fluffy" response on womo does nothing to get the issues fixed. T118171
Monday morning is now over. No sign of TVS and no call from them.
Turned up at 15:45 with the aim of 'fixing' the truss/rafter however I explained to them that that was not going to occur until I get a response from True Value Solar to my emails.
By Business Owner
9th December 2013 9:47 am
"Hi andrewl50, We are disappointed to hear you are unhappy with your solar project. We will look into it immediately if you could kindly contact email@example.com with your full name and T Reference Number (please use the subject line “Public Forum Query”), and we will have a team member contact you as soon as possible to discuss. Kind regards, True Value Solar "
By Business Owner
2nd October 2013 3:25 pm
"Hi melw6, I contacted our Service Department immediately after seeing your message and I believe our Service and Warranties Manager called you straight away and sorted out a new date for your service on the 11 October and offered you a $149 discount for all your trouble. I hope that you are satisfied with this outcome and that True Value Solar have redeemed themselves in this instance. If you have any further troubles please feel free to call me direct. Ask for Kristina in the Customer Care Department. Regards, Kristina"
By Business Owner
20th August 2013 11:23 am
"Thank you for taking the time to log feedback regarding your installation with True Value Solar. We’re glad to hear that your initial installation was very good. In relation to your quote for an upgrade of your current system, we’re very sorry to hear that things haven’t gone to plan. If you would like to provide us with your contact details a True Value Solar manager will be in touch to discuss your experience and current quote. Alternatively, if you’d like to contact us on 13 SOLAR (13 76 52) and request a sales manager, we will be more than happy to discuss. Thank you again for your feedback and we look forward to hearing from you."
When i have purchased a 2.0 KW system some how i missed my pre-booked installation date and my installation process get delayed. I tried to rebook the installation date and called them 3/4 times but they could not give me any suitable time. Finally when the Feed in tariff rate reduced from 25c to 8c they wanted me to have my installation done (After 6 months of my initial purchase) , so i cancelled the order and lost my $200 deposit as well.
I understand why i can not get my deposit back because i have cancelled my order after 14 days cool off period. But i am not happy about them is because they could not give me an installation date in 6 months and the feed in tariff rate reduced by this time and discoursed me to a have a solar system with same price but lower feed in tariff .
True value solar has to have the worst customer care service in the country. Have been calling and e-mailing them for weeks and all I get is we will get someone to call you back. NO ONE EVER CALLS BACKS. This is beyond a joke, we signed up in February 2013, system not even installed yet and all we get is the run around. One has to ask if this is how they threat you before install, what happens if you have a problem after install ??
TVS Ref : T245646.
Update : After a call to the director , customer care found the time to return my call. All good for now, Will update with the install progress. looking forward to having the job done.
Update : It is now OCTOBER .... Still waiting....!!
This has to be the worst company in Australia to deal with.
I have e-mailed, called many times and all I get is empty promises. If this is how you are treated before you even get to installation, how will they deal with any problems after install ???
I am now asking for a refund of my deposit as this is unacceptable. I was promised a call back yesterday, did not happen, I was promised a call back today, did not happen, I told the senior customer care rep if there was no call I was cancelling.
# DON'T GO ANY WHERE NEAR TRUE VALUE SOLAR. BEWARE #
Yesterday the TVS installer arrived on time in the morning and by early afternoon we had our solar system fully installed and this was done on the day I had requested even though I have had to change the install day several times myself at short notice due to being in hospital with a very sick little girl. True Value Solar worked everything out for me to make sure it could be done on the only day I had free, I am so impressed with the professionalism and the great service that I received I had to search the internet to find this site to write this testimonial so others could know about this great company and my experience with them, I can say I am very very happy with the way everything went and the happy positive attitude of the staff at TVS and their professional Installers, I look forward to dealing with them again to add more panels to my upgradeable system as I can afford it. I am pleased to recommend True Value Solar to anyone looking to invest in a solar power system. "
This unit generates electricity and as yet still waiting for the electricity provider -RED (no like them) energy - to get me my first bill after the solar installation."