Official complaint.
To contact Solar Manager.
On the 22nd of December 2025, I had my solar panels, Tesla Powerwall and EV energy wall charger fitted.
I believed this was working with no issues. However, when we had sunny weather, I could see solar generating solar energy. However, I noticed on my app that the Tesla showed 0kw when solar energy was supposed to be stored. On some days it stated 99% or 100% Tesla powerwall was charged; this still showed 0 kw energy stored in my Tesla battery. At that time, I never knew this was a fault demonstrated from day one of installation.
Fast forward to February; I noted the solar was no longer generating solar energy, and this would show 0% on obvious sunny days, and even X would show on the app.
A few more weeks, I could see an issue and waited when it was a sunny day to check if this was working or not, I raised a ticket to raise issues with the solar being faulty. This ticket was raised on 18th March.
Fast forward, we are now the 6th of April, and this issue has not been resolved. The communication with yourself has been extremely poor, where I had to chase up this issue on multiple times with no contact until I raised another contact ticket on the 27th of March. I even escalated it to Ian, a manager, to resolve. Since the date I spoke to someone from the technical department who fobbed me off, saying that this was a noble issue they haven't experienced before. I was told this was escalated to Tesla and is awaiting a response. I had to push for a resolution date, which was not given, and eventually I was told a site visit would take place within seven days. During that call I clearly explained that I was not happy with the defective goods installed and wanted a new Tesla Powerwall fitted, as this was obviously faulty. I have spent a lot of money. £12,998 buying from you. In good faith I paid 50% upfront and would make 12 monthly payments of £541. To date I have paid 2/12 monthly payments. I stated in previous correspondence and during this call that I will not be making any further payment unless this faulty Tesla is replaced or the issue is probably resolved. I was told they would calculate solar energy lost and compensate this back to me.
This is unacceptable. I want this faulty item replaced and appropriate compensation for the undue stress and how long this matter has been left not resolved.( since installation 22nd December 25)
On the 2nd of April, I received an email saying that the solar seems to be proceeding normally. I could also see on my end solar generation; however, the Powerwall would show solar generation but still remain 0kw as stored energy even when showing the Powerwall was 100% full.So the issue has not been resolved and has repeatedly shown this product is faulty.
Since that call, seven days are up, and no one has contacted me to arrange a site visit. The solar generation has stopped, and over the Easter weekend, when we had sunny days, the solar did not generate, and on the odd day, it only stated 2 kWh had been generated when it was clearly a hot sunny day. This matter has been an issue since installation. You have not appropriately resolved and have not provided a date for resolution. You have refused to replace this faulty Tesla Powerwall that obviously doesn't work and do a site visit to resolve it. As such, I have stopped any further bank payments until a replacement Tesla Powerwall is installed.
I have been more than fair and patient, and I have been left extremely disappointed in your poor service. Stopping payment was a last resort, but as you are not dealing with this matter and have not provided any date except 7 days. I have waited these seven days, and still the Tesla Powerwall is faulty.
I look forward to hearing from you promptly with confirmation of a new replacement Tesla Powerwall being installed as well as appropriate compensation when this is done. Once appropriately resolved. I will happily resume repayment and any back payment due to be paid once I have a working solar panel and Tesla Powerwall that actually works.
P.s I have attached three screenshots, two of these are from my app taken over the Easter weekend and also another person's Tesla app that clearly shows how my solar energy was stored in their Tesla battery. There shows 14.8 kW.and the Tesla powerwall is 82% full. Whereas mine has always shown 0.1 or 0 powerwall charged and 100% Tesla Powerwall full. This is obviously a fault with the Tesla Powerwall. Yet Contact Solar has chosen not to resolve or fix this obvious issue that has been present since installation. Hence, the reason I have asked for a replacement, and the fact this Powerwall is not generating or is intermittently generating solar energy is a waste of my hard-earned money.
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