Naturalsolar レビュー 4

1 star. Appalling after-sales support. Avoid.

I purchased and had a solar system installed by Natural Solar in December 2022. The installation itself was fine, but what has followed is one of the worst customer service experiences I have ever had.

First inverter failure (October 2024)
In October 2024 I began receiving overheating alerts from my Fronius Symo inverter. It took around six weeks to resolve, which was frustrating but manageable. However, during this process Natural Solar attempted to charge me for the technician visit despite this being covered under the warranty terms in my contract. They only agreed to honour the contract after I threatened to leave a negative review — at which point they became immediately responsive. I shouldn't have needed to do that, but I noted it for future reference.

Telling contrast – July 2025
In July 2025 I enquired about purchasing a Tesla Powerwall through Natural Solar. Alan Bailey responded to multiple emails within the same day and was exceptionally attentive. It is clear he is capable of prompt communication — he simply chooses not to apply it to warranty matters that cost the business money.

Second inverter failure (December 2025 – present)
In December 2025 the replacement inverter began overheating again and downrating output. My system has been significantly underperforming for months, costing me hundreds of dollars in increased electricity bills.
Since then I have sent numerous emails and made multiple calls to Natural Solar. I have spoken directly to Alan Bailey and Kai Mather on several occasions. Each time I am told the matter will be progressed. Each time, nothing happens.

Fronius (the manufacturer) have been far more responsive throughout. They diagnosed the fault, sent replacement fans directly to me, arranged installation, and when that didn't resolve the issue, agreed the inverter needs a full warranty replacement. They have placed the service order and sent multiple follow-up emails to Natural Solar requesting approval to dispatch the replacement. Natural Solar have not responded to Fronius either.
The only thing standing between me and a functioning solar system is Natural Solar approving a warranty replacement — something that costs them nothing except the installation labour they are contractually obliged to cover anyway.
I will be updating this review every time I contact Natural Solar and receive no meaningful response.

Before you commit to Natural Solar, I'd strongly encourage you to do two things:
1) Read the other reviews on this page and filter for any that mention after-sales service or warranty support. My experience is far from unique.
2) Call their customer service line. In my experience it simply rings out — it is effectively unmanned. That tells you everything you need to know about how seriously they take customers once the sale is done.

I have had the misfortune of dealing with this company in regards to installation of a solar battery. The sales process was done in a day and the quote signed with a commitment to complete the install in 6 weeks.
Natural Solar appear to have forgotten that besides Sales, there were other processes and people involved in the delivery of the final product. There was absolutely no documentation or communication to provide me with an update on the status of the project, until I requested for information 8 weeks later. Promises were made and broken.......
To cut a long storey short I waited 18 weeks before I decided to pull the plug and go with an alternative solution as I would miss out on the government rebates for 2025.
Eiffel Energy on the other hand quoted and completed the job in under 3 weeks with efficiency and professionalism.

My email to their sales manager sums up our experience with Natural Solar -
“ After much deliberation and discussing this matter with my wife, we have decided not to proceed with Natural Solar.

If this is the quality of our pre-sales / pre-installation experience, we have no confidence that we will get reliable post-sales / post-installation service from Natural Solar. It is also in light of the fact that $19K is a significant investment by us.

If your team is unable to take the time to answer 22 basic “due diligence” questions from your customer and this resulted in a hasty decision to retract the deal without first speaking to your customer, it speaks volume of your team’s arrogance.

Your insistence to refund the deposit (despite my assurance that we have no issue with the arrangement and given that it has already been sitting in Natural Solar’s account for nearly a month) and your decision to give verbal response to our 22 questions instead of written response (which will take more of your time as well as mine) is simply baffling. It also speaks volume of your inability to listen to your customer.

When Thomas assured me on Thursday (the day before Natural Solar decided to cancel the agreement over email instead of a phone call) that “he’s on my side” and “his reputation is on the line”, I truly believed him. But his refusal to pick up my call yesterday says otherwise. The lies from your team member speaks volume of your team’s culture.

We will be sharing our experience with others on public platforms as a cautionary tale.”

I purchased a $30,000 solar system through Natural Solar and after 2 years it failed. I have ben trying to have it fixed through Naturals Solar for the past 5 months as it is under warranty. They make promises and commitments on the repair but are really not interested in after market service as there is no money in for them. Now seeking correction through consumer affairs and the ACCC as well as considering legal action. My advise to all those who have purchased as system and are happy what they have got as I was, wait until something goes wrong and see the indifference from Natural Solar. To date I have lost around $1,000 in energy generation.