So sorry to hear this. We work really hard to provide a great service at the lowest price possible. We are a startup growing extremely fast with hiring and training being our number 1 struggle. We are working as hard as possible to keep up with demand (we had 200 people checkout our second month in business). As this is anonymous, I'm not able to look into your account to see what exactly went wrong, but here are a couple of things I can address -
Solar is not a straight forward process. Every home is different, every city has different requirements, different engineers within each city have different requirements, each utility company has different requirements. Everyones electrical system is different (age of equipment, type of equipment, electrical loads, etc). Solar is a construction project. It is not turn key. Some homes are easier than others, some are nightmare projects that require 10x the human hours.
Equipment is a commodity business, which is why we believe our pricing is where the industry should be at. We have a fair and reasonable markup that covers the 25 human hours per job. We are the lowest price solar in America.
Again, because we are new, we have growing teams and changing processes so that we can improve. We've gone from 2 founders and 0 employees to 65 employees in less then 12 months. This means that we've built teams from scratch, promoted people, moved people, etc. I get that having new points of contact can be annoying, but this is the cost of improving our processes going forward. We've only had 4 people of the 69 people hired leave our company, the rest have either moved departments or were promoted into management.
Calling us "crap" and "incompetent" hurts. Our team does our best to get things done as fast as possible. Having 100% perfect success rate with permit and NEM/PTO approval is not reasonable and no company that works across multiple jurisdictions has this. Resubmissions is part of the process. 4 months is twice as long as our average, so this is unfortunate, but I can say with a certainty that we never deprioritized you or didn't do our best to move your project along.
There are over 100 steps in each solar build, including the easiest builds. We have onboarding team, design team, engineering/CAD team, permitting team, net metering team, project manager team, procurement team, and activation team just to get a job done. There is so much more to it than most understand, and a big goal of ours is to help educate people before hand so they can have proper expectations.
We also have probably the most generous billing policies of any solar company. You can cancel at anytime before the day of install with little to no penalty. We don't hold you hostage by contract and we don't require anything but a $100 deposit all the way until we order the equipment. We strive to live up to our agreements and commitments, frequently eating costs and installing jobs at a negative. If we say we will do something, we do it. The one thing that we cannot always control is time.
Lastly, we pride ourselves on transparency. Transparency in process, transparency in pricing, transparency in adder fees, transparency in equipment we use. I would love feedback on how we can be better with transparency, not to argue, but genuinely so that we can improve.