Review for Icon Solar

Icon Solar reply 01/22/2019
Mr. Jones,<br />We are very sorry that your experience has not been good. In investigating this matter, we discovered that the manufacturer of the micro inverters used in your system determined that a micro inverter that was not reporting or producing power on your system was defective and required replacement. The manufacturer authorized us to replace the micro inverter and sent us the replacement micro inverter in July, 2018. Unfortunately, it appears that your service ticket was somehow lost in our system, and we apologize for not getting back to you in July when we received authorization to replace your inverter.<br /><br />We have no record of any communication (telephone or email) with you until December 11, 2018 when we noted in our system you called to inquire about your micro inverter. We located the replacement micro inverter and authorization sent by the manufacturer and telephoned you on December 18, 2018 to schedule the replacement for January 2, 2019. The replacement occurred on January 2 as scheduled with you and your system (including the replacement micro inverter) powered on and was operating.<br /><br />On January 4, 2019 you telephoned our office to inform us that the replaced inverter was producing less than your other inverters. We investigated both independently and with the manufacturer of the micro inverter and determined that the replaced micro inverter is working but is reporting a lower voltage than normal being received from the solar panel. We called you on Monday, January 7, and left a message on your voice mail requesting that you call us to schedule a time for us to visit your location to diagnose the low voltage problem. We did not receive a response to our January 7 voice mail message. We have attempted to reach you by telephone several times since then. There seems to be a problem with both of the telephone numbers you gave us because we get a busy signal on both numbers each time we try to call you. We sent an email requesting you call us, but we have not yet heard from you.<br /><br />As you can see from all of our reviews on any source, Icon Solar takes customer satisfaction very seriously. We are very sorry in this instance for our substandard performance in taking six months to replace your inverter. We would like to speak with you so we can finally resolve the issues with this panel and inverter and get your system working at full capability again. Please contact us as soon as possible so we can get this taken care of for you.

Icon Solar reply 01/22/2019
UPDATE: The information posted by Mr. Jones is not accurate. We have been trying to reach Mr. Jones by telephone and email since January 7 to arrange a time for our technicians to visit his site and diagnose his problem. Mr. Jones has not returned our calls or responded to our emails. Instead, Mr. Jones is going to various sites to post bad reviews about our company. While would like to help Mr. Jones correct any problems with his solar system, we cannot do so if he will not communicate with us.

Icon Solar reply 01/24/2019
Thanks, Kevin. We always try to do right by our customers. We hope to talk to you soon!