I was really looking forward to start using solar energy and chose Solar Optimum as the partner on this journey. The decision was partly based on their large number of positive reviews. However, this has been the worst experience - after over 5 months from the initial discussion, the installation is still not completed! Customer service and satisfaction are NOT their priorities, and they take no responsibility for any shortcomings at all.
It started out with the long wait for getting the permit approval. I had to initiate contacts with them multiple times to check on status after an unusual long wait, and raised the particular questions of whether they were certain that the government officials were working in the office or able to access their work during the pandemic shelter in place period. Solar Optimum assured me that they would take care of the follow up. After at least 5 times of my asking, they finally reached out to learn that the government requested physical submission of permit request due to the pandemic, not able to get through emails. We wasted 2 months of waiting for no progress, and all they came back with was that it was not their fault, took no share of the responsibility at all, and never apologized. Even without my prompting the questions, they should have known better to actively follow up earlier on.
Then there was the separate issue with not responding to the questions requested from the electric company. Luckily I was copied on the "delay notice" messages from the electric company and after receiving 3 of those notices, I reached out to the electric company myself to try to understand what was contributing to their delay processing. Once again, it was because Solar Optimum never responded to their open questions - something that was very simple to answer but Solar Optimum never responded. If I did not initiate to follow up, this again would have stalled there forever.
Then finally came the installation, which required another long wait to schedule as they seemed to be very overbooked. The installer had to send a reduced crew to come because they were overwhelmed with projects assigned by Solar Optimum, and the crew only stayed for half of the day on the first day of installation, claiming that they had to address an emergency situation elsewhere. They came back the second day and only able to complete the roof panel installation. There was supposed to be another crew coming by the third day to install the battery but no one showed up. I was able to contact the installer and learned that part of the reasons for their not able to complete projects timely was due to Solar Optimum overbooked them, and there were issues with materials not delivering on time at the installation site, and Solar Optimum not willing to address the issues with the installer. Of course the installer shared part of the responsibility, but it reinforced the usual poor customer service attitude from Solar Optimum. There had never been any communications from them about status, about schedules, or simply to confirm installation dates. I had to be the one to reach out for any sort of updates. The only thing that they initialed conversations was from their billing department. They sure are efficient with collecting money.
While I understand issues are not uncommon, but their lack of care, lack of communication, and lack of accountability are really disgusting. Perhaps they were a good firm before but based on what I have learned thus far, they have definitely gotten too big and you will just be another one in the queue. I don't usually write reviews but want to share this poor experience so others won't have to endure this frustration. There are plenty of options out there and I strongly suggest that you consider someone else other than Solar Optimum.