Reported a faulty panel with crazed glass in October 2016. Panels only 6 years old. Several emails, phone calls to True Value Solar (TVS) and later a report to Consumer Protection all to no avail. Local branch doesn't answer the phone or return calls. Got apologetic platitudes from head office, but no replacement. Electricians did come out on 2 occasions, each time with the wrong sized panel. On 21 May 2017 the inverter showed a red warning light. The cracked panel was short circuiting because rain had leaked through the crazed glass into the panel and the short curcuit was likely to damage the remaining panels.
Had no option but to have a solar panel electrician instal a replacement panel for $350 at my expense. Will now pursue TVS through the Court to recover. Their so-called warranty is not backed up. Don't deal with this Company.

Approximate cost: $350

4 weeks on from the install i am yet to turn my panels on. The cheap prices cover incredibly poor after sales service. I have rung half a dozen times and received just as many differing updates - each contradicting the last. I have been sent to my retailer and distributor on multiple occasions - neither of which have received any info from TVS. RIght now ive got a $4000 system sitting on the roof doing nothing else than weighing the house down ever so slightly. Unless you want a similar experience i would AVOID.....

Approximate cost: $4000

Well when we finally got the call to book in our installation, it was done within a day. The installers have done a good job so far, putting up 20 panels, no mess no fuss, now its just a wait for the inspector before it is up and running. (The install was delayed for a few weeks but this was probably because of Christmas Holidays where things slowed down) Otherwise they offered a competitive price, good service and good value. Would recommend them. And have friends that are now using them too.

I can only speak highly of this company. I had a 1.5k system installed by TVS several years ago, back in the days when this was still relatively new for home owners. All seemed good at the time, but I soon realized that the initial install was done by cowboys!. Inverter not weatherproof, but installed on outside wall. It died first heavy rain we had. However, TVS had tech out to replace it within days of my phone call. A couple of years later the replacement inverter lost it's display. It still worked ok though. TVS had a contractor out within a few weeks to check it out. Seems like the whole system was not installed to regulations. The contractor re-wired and re-mounted the panels, installing isolation switches, new inverter. All costs met by TVS. So probably 5 years after install, they sorted everything out, never questioned me or tried to get out of obligations. This to me is a testoment of good customer service! I have now chosen to get my systen upgraded, adding another 3k to my existing 1.5k. TVS again have got my job. Will see how it goes. I have nominated my preferred installer, which they have agreed to.

Sought out True Value Solar as a recommended company to have a 5kw Solar Polar System installed and didn't receive any return call to organise an inquiry; quote; installation. Went with another great competitor who did a great job.

Approximate cost: $7000.00

DO NOT under any circumstances expect that your warranty will be worth anything or expect that this company will rectify a problem. It has taken 3 weeks for this company NOT to call me. They advise they will call you within 3 weeks .....just to arrange a date some time in the future for a technician to attend to the problem. "Australia's leading and most respected solar provider".......my arse!

Approximate cost: $8300

True Value Solar review: http://truevaluesolarreview.com/

http://www.youtube.com/watch?v=s7qa6TVkoI0

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

http://oi39.tinypic.com/4uxt8x.jpg
http://oi39.tinypic.com/kb4vgl.jpg
http://oi42.tinypic.com/281r8lt.jpg
http://oi39.tinypic.com/257p341.jpg

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.

http://oi43.tinypic.com/xmv2ic.jpg

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* 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:
http://www.google.com.au/url?sa=t&rct=j&q=&esrc=s&source=web&cd=2&ved=0CDMQFjAB&url=http%3A%2F%2Fwww.labc.uk.com%2FMedia%2FDefault%2Flibrary%2FNEW%2520Guidance%2520Notes%2FNFRC%2520guide%2520to%2520Fixing%2520Solar%2520Panels%2520to%2520Timber%2520Rafters%2520and%2520Battens%2520%28Pitched%2520Roofs%29.pdf&ei=lc6dUpyhB46IkgXT1oD4Bg&usg=AFQjCNFb65hyWTq36XKNjeEl_JoqDMcx8g&sig2=FdTFEmarx7YgoYeN52MMBA&bvm=bv.57155469,d.dGI&ei=lc6dUpyhB46IkgXT1oD4Bg&usg=AFQjCNFb65hyWTq36XKNjeEl_JoqDMcx8g&sig2=FdTFEmarx7YgoYeN52MMBA&bvm=bv.57155469,d.dGI
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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 protected] 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:

http://oi39.tinypic.com/2d6qhjb.jpg

Tile brackets not straight:

http://oi43.tinypic.com/2ed1u77.jpg

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.

Update:

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:
"PRECAUTIONS
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.

http://oi40.tinypic.com/5yb58o.jpg
http://oi43.tinypic.com/o0dz45.jpg
http://oi41.tinypic.com/1y5swm.jpg
http://oi42.tinypic.com/1zwzw3t.jpg

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 [email protected] 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.

Approximate cost: $3566

My system was installed about 3 years ago and all was good. Now that it's time to service the panels, they cannot seem to get their act together. They cancelled the first appointment and promised me a gift voucher for the inconvenience, and the service was rebooked. I called on the day of the new appointment and was told the appointment wasn't booked properly so no-one was coming. Had to have everything refunded, never received the gift voucher, and now need to go elsewhere for a service.

Approximate cost: $300

We had a solar system installed by this company in june 2013, and decided to upgrade to a larger system. Our system had been generating enough to cover our electricity bill, but with the upgrade, the electricity company will be paying us. CSA

We got quotes from several different companies and none could match the price that True value could, even referred a friend and they got even a slightly better price. The install was well done and we are very pleased

Had solar power installed at my home and have managed to make a few savings on the power bills. Initially the service and followup was very good, helpful and informative and the installation went without a hitch. Last month True Value offered me a special deal to add more solar panels to my roof but insisted on a contract over the phone. Have asked them four times now for an itemised quote and have received two different quotes for the same product but the actual price is more than $1000 more than it originally cost me to install twice as many panels. My last two enquiries have not been answered. Pretty disappointed with this poor customer service and will now do without the extra panels.

Approximate cost: $2500

I really like True Value Solar. The reasons are that when I first contacted them they were real kind and explained to me everything, of course they were trying to sell me a solar system but even after that they were super nice. The solar experts are real handy and did the job efficiently. And I have a warranty if something happens to the solar panels.

Got my solar panels installed last month. The installation went fine and I had no problems whatsoever with them. I paid a fair price for my system. What should I expect?

I purchased my solar power system a year ago after a friend recommended this solar company. I must say he was absolutely right, they did a phenomenal job and it was well worth the money.

I can confirm that True Value Solar are an excellent solar power company. My solar power system was installed last year by them and I have no regrets whatsoever about my decision to go with them.

After I had my solar panels installed by True Value Solar I realized that I made one of the best decisions in my life. They are such a great company and their prices are super cheap.

I live in Ballarat and TVS had no trouble coming to my place in a day to check everything, how they'll install the solar system. After brief 4 weeks they came back and installed a beautiful 1.5kw solar system that is functioning perfectly.

Simply an amazing solar power company that does whatever it takes to satisfy their clients. They did the same with me and my 3kw solar power system that is functioning perfect due to their expertise.

They offer the most competitive price for solar panels. This is why their installation time frame is too long. They are very quick and helpful during the purchase but not very helpful when it comes to after sale service

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 .

### BEWARE, BEWARE, YOU HAVE BEEN WARNED ###
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 #

My name is Jim Hutton I live in Gippsland Victoria and I just have had a very positive experience with this company, I wanted a solar system installed to offset our power use as we have recently installed split system air conditioning that we wanted to run as heating for our home over winter. I rang True Value and was given good advise on what system I should look to install to give me the result I was after, I was given a firm quote and then I spent several days checking by ringing around other solar companies what would be the best deal and advise that they could offer to make sure I was making a good investment, I could not find a better price anywhere.
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.

Approximate cost: $4500

Let's be real, there are a lot of other solar companies that will offer similar solar systems at similar prices. The thing that separates True Value Solar is their customer service plus they are always on time. There is no postponing with them. Great, great company providing you with the best solar power solutions for your needs.

As there are different regions- I am Reviewing TRUE VALUE SOLAR - BALLARAT. We purchased a 5kw System for my business premises January 2013. The installation, on-time arrival of staff and up-to date information on how things were progressing was totally fantastic. I have no problems highly recommending Mick and the team on a job well done.

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.

Approximate cost: $10k

April 2013. True Value Solar Installed a faulty unit, even though they knew they had a bad batch. Call Centre staff can give NO assistance and REFUSE to put you thru to a supervisor or manager. They have my $4000 and I have a faulty unit. 4 calls and emails seeking a phone call with some info (like will you fix the unit and when) were not responded to and 2 promised call backs never came. I have to resort to this site to try and get some assistance. Even tried calling the parent company M+W who said they'd get me a call back, but not so far! I lodged a complaint with their dispute resolution email address... and they emailed me they have a commitment to effect warranty claims with 14 business days but there are no units available. Also been told this is subject to availability of parts or contractors. I am a senior manager with a retailer and understand customer service....these guys seem to be specifically set up to handle many complaints and do so by stone-walling you. There is no head office number, no admin number, and the only person you can talk to is the call centre staff who only advise the "standard line". This is insane ! No idea if and when they will address my issue. TRUE VALUE SOLAR PLEASE CALL ME !!!

Approximate cost: $4000

We placed an order for 8 panels and inverter in January 2012. After a number of reminder calls, the panels were finally installed at the end of May – almost a year ago. Several calls and emails later, we finally received a Certificate of Electrical Compliance. To date, we are still not connected to the grid after more calls and emails with our provider citing incorrect documentation and dates that indicate that TVS have only reacted when we have pushed – and then not every time . Promises of progress reports and contact have not been kept. We are frustrated beyond description and regret ever responding to the TV ad. Our advice is to avoid True Value Solar like the plague.

Approximate cost: $3000

We have no problem with True Value, however we have a very big problem with the type of electricians they employ. We complained and ask them to reimburse us, as we had to employ another electrician to fix up the dodgy work done by their electrician. They however, point blank refused, and told us that we did not have the right to call in somebody else, even though we had no idea at the time what the problem was.

Approximate cost: $2000.00

I had a 3KW system installed in March, 2013. During my discussions with TVS they consistently told me that I needed to do nothing whatsoever, and simply allow them to install. After Installation I received a complaint from my neighbour about the panels, and was told by my local Town Council I should have applied for a Development Approval. When I confronted TVS local office about this, they said it was not their problem, and my sole responsibilty. This was confirmed in an email by Melbourne office.
I have now applied for a retrospective DA, and will undergo a hearing with out Town Council. TVS have washed their hands of this matter, and are avoiding any contact. I advise anyone who does business with TVS to verify in writing about getting local council approval, before installing solar panels. TVS deny it is a requirement, but in the odd case where a neighbour has the right to complain, make doubly sure with your local council. TVS WILL NOT support you, and they do a "Pontius Pilate" .

Approximate cost: $4,600

we got a system install where the installation has the system turn on without meter changer over then 2 months later we got a bill of $2000. after discuss we them first they happily said will investigate further but month later they then send me a letter said its not their fault, they said its me turn it on. I really dont know where they get that information from, when i contact them i told them that the technician turn it on and they sent out the technician to turn they system off as well so that just show how unreliable and mistrustful this company is. Never to use....

Approximate cost: $12500

I have 12 solar panels on my roof. They came when they said they would but it was up to me to chase up the actual connection of solar. Would have liked some assistance working out how to read the meter etc and what would happen with bills etc. Not really happy to tell me much.

Approximate cost: $4200

A couple of words - dishonest, manipulative..
I purchased a system direct from their TV commercial - a stainless steel inverter with a large format touch screen. Also included was an energy monitor, also shown as stainless steel with at least 6 lines of information and a really smart looking unit, a real addition to my new home, proud to place this in the living room. What I got was a cream coloured inverter with 2 led lines and a monitor that was also cream in colour and had the QLD Government label affixed to it. Seems these must have been left over from Queensland so they were giving these out to unsuspecting customers?? My opinion is to steer clear of this company. I have contacted them to rectify the issue and they pretty much told me bad luck. They also told me that all of their ads were signed off by the ACCC, which was a surprise to the ACCC as they do not approve any products or services or the advertisements for them. My suggestion is to contact ACCC when you have an issue as they keep records and eventually the company will be disciplined.

Approximate cost: $4000