Dear Kartel,
Thank you for sharing your feedback. While we respect your right to express your experience, we must respectfully disagree with several aspects of your account.
AdXcelerator primarily operates within the Solar PV and Heat Pump sectors. While we also consider EV charger projects, all prospective installation partners are required to meet our qualification and onboarding standards before customer opportunities can be progressed.
These requirements exist for a reason. We work directly with homeowners and have a responsibility to ensure that any installation company we introduce them to has the appropriate credentials, operational capability and supporting documentation.
In your particular case, the necessary onboarding information was not completed despite our requests for the relevant details. Unfortunately, this prevented us from progressing the partnership as intended.
We appreciate that the onboarding process may involve additional administration. However, these checks are an essential part of how we operate and are not requirements we can simply overlook.
We also recognise the importance of communicating all requirements clearly from the outset and continually review our processes to ensure expectations are properly understood.
We remain open to reviewing your outstanding concerns, including your refund request, in accordance with the agreed terms. Should the required documentation be provided, we would also be happy to reassess your eligibility to work with us.
At AdXcelerator, we are committed to building long-term relationships with established installation businesses that meet our standards and share our commitment to delivering a reliable service to homeowners.
Kind regards,
AdXcelerator Ltd
Management Team