Refund delays for solar power firm customers

A solar power firm has warned customers of delays to refunds after it was delisted from a council-endorsed energy scheme.

Clients paid thousands of pounds upfront to Fusion8 Ltd to install solar panels and batteries under Solar Together, a commercial scheme promoted by several local authorities.

Some clients have tried to reclaim deposits of up to £2,000 after the firm lost a vital accreditation.

In a statement, Fusion8 said it had been processing refunds, although it told customers on 1 May the process was on hold.

Simon Haythornthwaite, from Romsey, Hampshire, paid a £1,700 deposit to Fusion8 and had a home visit from the firm in January.

However, he said he heard nothing further until March, when the company increased its £7,083 quote by a further £930.

In April, he was informed by Solar Together operator iChoosr that Fusion8 would no longer be able to carry out the work.

Mr Haythornthwaite said Fusion8 did not respond to his request on 23 April for a refund.

On 1 May, Fusion8 sent an email which said: "We are currently experiencing issues that is preventing us from processing refund requests.

"Until a resolution is found, we are unfortunately not able to respond to emails regarding refunds."

Mr Haythornthwaite told the BBC: "When you get an email saying they are not responding to emails, it doesn't give you a warm, fuzzy feeling.

"I imagine we are going to have trouble getting this deposit back.

"Having spoken to a local installer, I wish I hadn't done this at all. The price was not that different."

Solar Together is a solar panel and battery storage installation scheme, operated by iChoosr and offered through local authorities.

Its website says it delivers better prices for renewable energy through group buying.

Another Solar Together customer interviewed by the BBC said he heard nothing from the company for two months after an initial consultation.

The client from Hythe, Hampshire, who prefers not to be named, said he was later told installers would arrive within a week, but no-one came.

After trying to reclaim a £2,000 deposit, he was sent the same email as Mr Haythornthwaite on 1 May.

More than a dozen Fusion8 customers in Berkshire and Hampshire complained about the firm in Trustpilot reviews in April. There was one positive review.

The complaints mentioned "no communication", "slow progress" and customers being left with scaffolding around their homes when work stalled.

In a statement, Fusion8 said it was "no longer performing installations as part of the Solar Together scheme".

It added: "Fusion8 has been processing refunds and is working hard to communicate with customers who have paid a deposit.

"Those customers who are deciding to continue their installation with Fusion8 are having their installations planned and prepared."

In an internal email seen by the BBC, Hampshire County Council chief executive Carolyn Williamson said Fusion8 was no longer part of Solar Together Hampshire "due to the loss of their Customer Code accreditation, which is a MCS [certification scheme] requirement".

She said 94 Fusion8 clients in the county were affected.

In a statement, the council said customers should contact iChoosr to arrange a full refund.

iChoosr has not yet responded to a BBC request for comment.

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