Deane B

Terrible after sales

My experience with Its Home Solar has unfortunately not been as positive as others have reported. I began researching solar solutions in mid-2024. After much consideration, I chose Its Home Solar because of strong personal recommendations from family and friends, competitive pricing, and excellent initial interactions. As many know, even with a good deal, solar is still a significant investment. To manage this, I used my home loan to facilitate payment. Before signing any quote, I clearly informed Its Home Solar—both verbally and in writing—about my bank’s application, approval, and payment process. The bank agreed to pay 80% upfront and 20% upon completion and receipt of the COC (Certificate of Compliance). All payments required my written approval and could take up to five working days to clear. Despite their advertising of “no deposit required,” I had no issue with this arrangement. Fast forward to installation on 17 December 2024. After some back-and-forth scheduling, the installation was completed and looked good by any standard. The COC was issued on 18 December, a Thursday, and my family left for a well-deserved Christmas holiday. Then came the shock: on Sunday, 22 December at 17:38, I received a WhatsApp message from the owner stating, “If we do not receive payment we will remove the solar system, regards.” This was only two working days after the COC was issued—and on a Sunday evening before Christmas! I tried calling him several times, but he refused to answer. I then called the admin line, and while the lady was polite, shortly after I received another message: “Read your terms and conditions. If we don’t receive payment tomorrow, we will remove the system and shut it down and lock it.” Attempts to have a civil conversation failed. The next WhatsApp message read: “F off, pay your account or we will switch it off, lock it, then remove it.” This was shocking. They had agreed to the payment terms beforehand, knowing the time frame. If the COC was issued on the 18th, five working days would end on the 27th (considering weekends and public holidays). In fact, payment cleared on 24 December 2024. I thought that was the end of the drama. Fast forward to November 29, 2025. I decided to check the system and discovered a melted MC4 connector on the PV side feeding into the inverter. I immediately sent a photo. Before I could explain, I received a prompt response: it was a loose connection, and they would fix it. When I asked if this was covered under warranty, they confirmed yes and promised to come first thing after the weekend. I was impressed—until the surprises began again. It was confirmed that the owner would arrive Monday at 11 AM. I rearranged commitments to be home. At 10 AM, I WhatsApped to confirm things are still on track, and they said yes. Then, out of the blue: “Oh, by the way, there’s a call-out fee plus materials invoiced separately.” I questioned this, referring to previous messages and their own T&Cs stating a five-year warranty for workmanship issues. A loose connection or poor crimp is clearly workmanship-related. After back-and-forth with admin (as the owner again refused calls), the reason changed: now they claimed I was overloading the system. This made no sense—no one had inspected the site, and I have a single string of six 545 W panels in series. The inverter (5 kW Deye hybrid) supports up to 6,500 W PV input. Finally, I got a call from the owner. I hoped for resolution. Instead, I was sworn at repeatedly, threatened, and told I would be assaulted in my own home for “speaking to his staff that way.” I was stunned. At no point had I sworn, raised my voice, or disrespected anyone—I was simply asking reasonable questions. In the end, I hired another contractor who confirmed the issue was a poor crimp and loose connection. A few days later, the admin reached out, saying they would do the repairs at no charge and wanted to end the year peacefully, which I appreciated. However, there was no acknowledgment of the abusive language or threats. I am not telling anyone who they should or should not use. Many have had great experiences, and people I know personally received excellent service. Unfortunately, that was not my case. After digging through older My Broadband and Carbonite forums, I found similar complaints dating back to when they traded as “Its Home Electrical.” It seems that when the owner faces any logical pushback or someone doesn’t blindly trust him, he resorts to bullying and abusive communication. I expect backlash after posting this—maybe even a phone call—but let’s see.