Fusion8 

Following a remote survey which seemed good we eventually had a site survey which showed that the proposed solution wouldn’t work only a much reduced version which wasn’t worth it. We cancelled and requested a refund. Now, a month later and after chasing and being promised a refund we still haven’t received the deposit back. Terrible communications at almost every stage.

Update 9th April
I have contacted fusion8 a number of times via phone and email. When I phone I told I will be contacted, don’t receive any calls. Emails to complaints are ignored.

We had terrible communication from the office at fusion 8. The surveyor didn’t turn up so we had to chase them to be arranged for another date. They lost our paperwork and again , thank goodness we chased as it’s unlikely they would have called us. Poor communication re the scaffolding layout which was resolved very late in the day. The equipment arrived in advance and we weren’t told this would happen.The scaffolding team, electrician Guilliano & the installation team (Brad) were all fantastic and overall we are very happy with the installation. Tim Jones from fusion8 also helped to resolve our issues on the week of the installation and was really good. However, they need to sort their office out as it was really stressful to deal with them as they are an disorganised bunch

The initial design phase went well, but the installation process itself was poorly managed. This was due to a fundamental lack of communication both with the customer and within the organisation.
When the installation was unable to be completed on time (issues with wireless connection to the inverter and EPS was not supplied), any attempts to contact the company for information on how it would be resolved were met mainly by silence. It was difficult to get information out of the company. At one point they tried to maintain that the specification that had been agreed was not actually what they were required to install.
The final invoice for immediate payment was even sent before the system had been completed.
Eventually, however, everything all got sorted and the system appears to be OK, but it was hard work getting there!

Overall my rating would of been slightly higher if there hadn't been several delays through the process, some were not directly in fusion8's control.

I have used fusion8 through the Solar together scheme (residential buying auction)

All started well when fusion8 reached out and I had a video call with Andy in July 24, who was very knowledgeable and talked through the offering, he showed us mock ups and how our house was very well positioned for Solar. We reviewed the link and made our selection of Solar PV and Battery. Under the Solar together terms and Fusion8's I needed to pay a deposit within 7 days.

I heard nothing and after a week, I contacted fusion8 in regards to the deposit and was finally emailed the information which i then arranged a bacs payment to them. (Dissapointed I needed to chase, maybe consider a secure online payment portal to pay the deposit when you place the order, it would be good to recieve an email /text econfirming the next steps)

Within a couple of weeks I received a call and arranged a surveyor to come out to ensure the property was capable of taking the recommended panels and battery setup.

He came out and then fed back the information to the office. He did say what the next steps will be and that is they will review information provided and then call me to confirm the solution offerred is acceptable.

They called and confirmed it would only be a 8 panel array with Battery storage inside the property and it was being passed from design team to the installation team and they would be in contact.

One Sunday afternoon some 3+weeks I recieved a call from Fusion8 whilst I was at the park with my young son. This call was a bad news call. Tony advised that the local authority was declining installation of battery storage inside the dwelling. (Under the scheme a waiver is signed by the owner to have this done and then accepted by the local authority). Whilst this wasn't Fusion8's control I found that they hadn't given any thought on how we could get around this other than to just have Solar PV or cancel the order and receive all funds back.

I asked around having the batteries externally and what options are available to me here, unfortunately Tony didn't have this information available and said he would look into and call back.

A few days later just after 5pm I recieved a call from Tony just as I was pulling up to collect my son from nursery. He advised the new options available and costs. I asked for this to be emailed to me.

I was sent some details and then agreed on an alternative battery storage externally. I asked for access to the system so I could accept the changes. This was sent to me a little later and I accepted it online.

A few weeks went by and I was contacted by Fusion8 which I hoped would be in regards to an install date, unfortunately it wasn't they asked me if I minded them coming to do a inspection (again) as the didn't appear to have the information required from the survey. Fusion 8 roofing team attended they were polite and effcient and were done in 10 minutes. They reconfirmed all information and sent pictures back to the office.

I thought ok, install date will be next, I heard nothing for several days then received a call after 19.30 from them stating they need to send one of their electricians to site to ensure installation is feasible based on the new setup (despite pictures already taken by roofing team) I agreed as I would rather the install go without a hitch.

Juliano arrived he was polite and courteous I explained everything he said there were no problems and he would feed it back to the office with pictures.

During emails at this time I had also asked if we supplied the canopy would they fit it and they agreed.

As we were now approaching Christmas I left it in Fusion8 hands to contact me in the new year for an installation date.

I was contacted and offered a date for install I advised it wasn't ideal but I could do it if absolutely necessary a few days later (less than a week before install date I missed several calls due to working & picked up the messages after 5pm and tried to call back but office was closed.

Finally spoke late the next day where they then advised install on that date wasn't possible and would need to be rescheduled.

A week or so later I recieved a call to schedule the work which was 5 working days notice. They arranged the scaffolding which arrived the day before install.

The install was completed very professionally and to a higg standard, they were very efficient, polite & kept me informed. On the day there was some misunderstanding around the canopy, which resulted in several calls, but this was sorted and installed. The electrician talked me through the App and showed me all the features on the battery storage.
All staff interactions have been polite, but there is room for improvement in comms & processes

Terrible service, disorganised, unreliable and never delivered:
1) Survey team turned up without any prior warning
2) Battery delivered without any warning
3) Installer turned up and says the survey was wrong/incomplete and he couldn't do it
4) Job was cancelled shortly before (3) but Tony, the MD, confirmed it was still going on and the letter was a mistake
5) After (3) Tony says he needs to charge 800£ more for the install due to unexpected extra work (despite the survey!). Promises to get back to me soon with a proposal - Nothing!
6) Recent email requesting a deposit payment...uhhh, why?
...still ongoing...

We started out with fusion8 from a Solar Together council scheme. We’ve cancelled due to such poor service. No one turned up to meetings, no survey conducted, then numerous calls requesting a large deposit without initial meeting or survey carried out. Email responses denied or we were sent a generic response about why a deposit was needed. Just awful, seemed good value but it’s not worth the risk of the poor customer service, disorganisation, and lack of thoroughness in completing a job. We’ll go with a more reputable company.

This is perhaps the most inefficient company in business. Their customer service is non-existent and communication is terrible. From start to finish it has been a nightmare to deal with them. My advise to anyone thinking of getting solar panels installed, stay away from these people.

Received a leaflet from the council about a solar panel scheme, got a quote quickly from the company and was interested at the subsidized price.
Emailed all confirmed paid my deposit, then the problems began.
Had to chase for a receipt of deposit.
Got told an install date, no preferred date just told this is happening this date, ok I arrange for myself or my wife to be home on this date, and the date for the Scaffold to go up,
Scaffold goes up ok no problems ( probably because its another company) then my install date the next day?
Nothing. No show. No call.
I have to chase this company 3 times that day before I get an apology and told it was booked in by someone "no longer working there"
Grossly incompetent, could never get a hold of anyone have to email several times before I got a response,
Finally got an install date and they turn up and install 2 weeks late.
Told they will pick up the waste from the install Monday morning (Friday install) shocker they cant manage that either, but calling me relentlessly for payment.
I would not recommend this company to my worst enemy.

Having initially been excited that this is a small company who pride themselves on excellent service, we have had a catalogue of errors and mistakes that have needed rectifying. 2nd team sent to redo the terrible 1st installation were amazing, couldn't fault them however the customer service and communication from the 'office' is beyond shocking. 3 weeks now of chasing a simple reply as to when we'll recieve our installation certificates and it's radio silence. What a shame when it could be so great. Perhaps someone from Fusion 8 will read this and actually reply to their customers!

If I could give this company zero stars I would. Awful customer service, never returning calls. 2 weeks after our no show installation, we are still waiting with scaffolding on the house, damaged tiles and no idea what is going on or whether our installation is going to go ahead. Avoid!

The initial installation service in April 2024 was excellent. Very helpful people and a great job. But the system started tripping out within a month and I've been trying ever since to get Fusion 8 to come and look at it. When someone comes out they don't know how to fix it. But it takes months of calling and emailing before I get a response and, after 8 months or so, still no improvement. I have a horrible feeling that, once you've paid, you're on your own when the system stops working

Four months after our date of order, and a three month install time of a basic system of 6 solar panels and an EV charger, and after paying in full, we are still waiting for our MCS certificate and DNO letter. It has not been a good experience with Fusion-8 and I would recommend they are avoided. Fusion-8 were given a large volume of work from the West Berkshire "solar together" scheme but were clearly unable to fulfil the work in an efficient manner due to lack of staff.

We had nine scheduled electrician visits over 3 months which included 5 total no-shows (and we were only called twice out of those five to let us know), one visit where the electrician turned up to say he didn’t have time to do the work(!), and one where he just screwed something in the wall and left! The end cable routing isn’t what was asked for – strangely straight down the middle of an exterior wall. The final electrician generally did a good job but still left the EV cable across the fuse board so it was no longer possible to close the cabinet (I had to unscrew the whole board and move cables to resolve after he left).

We have been left with damaged/broken tiles on the roof from the work, and the roofer claimed he had replaced broken tiles (he hadn’t as he came with wrongly sized tiles that didn’t fit but didn’t want to own up to that!). The roofer had 3 scheduled visits, which included one no-show, as he had to make a return visit as the ordered bird protection wasn't delivered. The scaffolder didn't come on the scheduled day either and arrived the next day without notification. If you can't work from home you would have to take over 2 weeks leave just to be around for all the appointments!

Despite asking no advice was given on the CT clamp needed for the solar system, which was delivered after the installation. I installed this myself after checking on-line. I also had to set up the configuration for the data logging with Solis as this was not configured by Fusion-8 and no guidance given - which might be difficult if you are not at least slightly technical. No support is provided by Fusion-8.

The communication from Fusion-8 was almost non-existent for a couple of months and only seemed to pick up when they were desperate to get the invoice paid despite the work not being completed. After payment of the invoice my messages are getting ignored.

Fusion-8 claim to be MCS certified (which requires them to issue a certificate with 10 days of the solar system being commissioned), but I have now waited two months since the system was commissioned and requested this multiple times but had no response.

Went through a local council bid process. The initial price seemed reasonable so I followed up and paid deposit. I heard nothing for a few months so contacted them and they said I got "missed out" and sorry. I then set up a call to discuss the quote which at this stage had increased by 50%. The agent did not have a clue of the pricing or what the components were. So he advised that I review the link he sent me - I did this but it did not have the detail of the scaffolding cost etc which i then asked for to no avail as they did not seem to understand. I did send an email of complaint but never received a reply - I have requested my deposit back - AVOID AVOID TOTAL WASTE OF TIME AS THEY DON'T TRAIN PHONE AGENTS PROPERLY TO BE ABLE TO EXPLAIN ANYTHING!

"Solar together" chose "Fusion8" as our solar power package supplier, and gave us an estimate for 16 solar panels and a battery.
Fusion8 salesman spent an hour on a video session.
1. Estimate was completely wrong as it was based on all 16 panels on one side of the roof. They need to make it clear in their questionnaire about the doubling the scaffolding cost.
2. Cost of the final package went up by 50%, are they trying to fool the council in believing that they're the most competitive supplier ?
I have no faith in Fusion8, as price will still go up at various stages of their contract.
Hope to receive my £150 deposit back as soon as possible.

Sadly, it is necessary to update our review because our system is failing and has been tripping out frequently.

We reported the matter to Fusion8 on multiple occassions over the past weeks but they have so far failed to fix the issue.

Our system was relatively large and Fusion8 incorrecty led us to believe that we could export immediately without a DNO witness test. That was not the case and the test cost an extra £360, and we are waiting until late September for it to be done.
Until then we cannot export anything.

I did a huge amount of research before selecting a company to install a solar system, comprising of a battery array, an inverter and nine panels. Firstly, their knowledge of the industry is phenomenal, their responsiveness and customer service is top notch, the software that goes with installation is intuitive and easy to use - and the installation team are consummate professionals in every way. I would 100% recommend Fusion8.
The one other thing to consider, and this was important for me is that most if not all solar installations do not operate off grid - that means that if the grid goes down your solar system stops working - with my installation they installed the necessary components for it to be fully off-grid…just a great installation!

From Strat to Finish I cannot find fault with this service.
Rob Stephanie were great answering my questions.
Everyone turned up on the day I expected them on time which was a big help.
All works done clean and tidy no mess left and Jeremy done a fantastic job with the electrics so neat.
I would recommend Fusion 8 to anyone I have already told some close friends who are interested.

The service I have received from Fusion 8 has been brilliant from start to finish. Rob and Stephanie from the design team were very helpful.

The team that installed the system was also brilliant and very helpful. Special thanks to Tim and Michael.

The cost of the installation was very competitive, allowing me to get maximum value for my budget by getting maximum number of panels and a higher capacity battery.

I have already recommended Fusion8 to friends and family.

We accepted Fusion-8's “recommendation” ( with a 15% discount through SolarTogetherHampshire) on 24th October 2022. On 9th November the surveyor failed to arrive at the scheduled time due to a “mix up” - he was rescheduled for the afternoon but no-one had informed us. The surveyor was unable to answer any of our questions about price, optimisers, v2x and about what the panel layout would look like. On 21st Nov we received the survey report which contained multiple errors: Wrong roof material, wrong roof orientations, no MCS table, no system diagram. We informed Fusion 8 of these problems but there was no response, despite reminders until 11th January 2023! Between March and May of that year we discussed the need for planning permission for the flat roof installation (Fusion-8 people didn't seem to know). Fusion8 proposed a K2 support system set at 10degrees which we accepted. On that basis we placed our order. In June or July Fusion-8 cancelled the Hampshire Solar Together order to make the installation “cheaper”. This was interesting because we understood that Solar Together gave us a 15% discount!?
On installation day, 30th October 2023 the wrong inverter (4kw instead of 6kw!) was fitted in the wrong location with poorly routed cabling. The promised K2 support system did not arrive. Instead a (cheaper?) system involving plastic "buckets" and sandbags was brought for our flat-roof panels. If fitted this would have seriously contravened planning regulations. In Dec the panels were finally fitted but ballasted with plastic bags of gravel - not likely to survive the elements for 25yrs. By 10th January 2024 all was finally installed correctly. Just 14 months from start to finish.

The attention to detail and focus on trying to get the right system for me.