Our sales reps often get asked by our potential clients, what are some of the problems they may encounter once they have decided to install a solar system on their home? Even If you’re just contemplating investing in solar panels and have pursued any online resources, chances are you’ve come across discussions regarding potential issues associated with solar installations.

This article aims to candidly address five common challenges linked with transitioning to solar for your home, offering full transparency. However, we won’t just stop there. We’ll delve into the root causes of these issues and provide insights on how you, as a consumer, can mitigate them. It’s important to note that while these challenges may arise, they are typically uncommon and can often be prevented altogether.

At Cleanstart, we’re enthusiastic about the advantages of solar energy. Drawing from extensive experience and numerous conversations with solar installers, we possess comprehensive knowledge of the positive aspects as well as the potential drawbacks of solar installations.

We’re sharing this knowledge with you in the hope that you’ll never find yourself seeking assistance on online forums due to unforeseen issues with your solar system.

The 5 Most Common Problems When Switching To Solar:

1. No customer support after the installation is complete (solution: read the most recent online reviews)
2. System severely underproducing (non-technical) (solution: ask your solar rep the percentage that is guaranteed)
3. System severely underproducing (technical) (solution: review manufactures warranties)
4. Flickering lights in home (solution: review installers workmanship guarantee)
5. State incentive delays (solution: make sure company that you work with assists in receiving any state and local incentives)

Problem #1:

Very Little Or No Customer Support After System Has Been Installed

Often, an interested homeowner that is exploring solar options will be riddled with solar companies vying for the potential customers business. They do this a number of ways. One of the most prevalent being the characteristic trait of salespersons who act as if they’re the homeowner’s best friend, offering grandiose promises and assurances to secure the sale. Although there is nothing inherently wrong with this, so long as that continued camaraderie is offered throughout their tenure as a customer. However, more often then not, that “friendship” is short lived the moment the sale is made. This is common throughout many sectors, not just solar.

In some scenarios, what we’ve noticed is that the salesrep will no longer be as eager to pick up the phone when their new customer is calling because the sale is complete. Not the end of the world as long as if there is an issue of some sort, that the company the salesrep works for is available and willing to help. And often times that is the case. The support and customer communication will usually occur and last up until the system is installed on the roof. It is as this point where the real falloff in customer support and ghosted communication occurs.

The customer is then confused and left feeling extremely frustrated when their seemingly honest and friendly salesrep is not answering their call when a problem arrises. The customer will then resort to trying to contact the main business phone number which if answered, will usually just result in long wait times and/or being made into a ticket number.

I often tell our clients, with a lot of companies, customer service may seem great, that is until you actually NEED them. The root of this issue lies in the predominant sales-driven nature of the solar industry. A significant portion of companies in this industry prioritize profit-making, often at the expense of the customers wellbeing. It is unfortunate but it is also the biggest problem in our industry. This is a real shame because solar energy for your home is such a positive change you can do that benefits everyone in so many ways, so standard practices to acquire customers just for the sake of profit making continues to add to the stigma around residential solar.

What’s the solution?

Even though this issue is prevalent within the industry, not all companies are like this. You may have to do a bit of extra due diligence and sift through a lot of companies vying for your business, but don’t get fooled. This is the number one thing you as the consumer need to make sure of. Which is choosing the company that you know will be there for you long after your solar system is installed, post-installation FAQ.

How do you make sure of this?

Read the most RECENT reviews on Google and Solarreviews. com. Not every solar company is on solarreviews.com, which is okay. But every solar company should be on either Google or Solarreviews.com. Look for reviews that talk about the experience the customer encountered when they need any help or support AFTER their solar system has been installed. This is key. It’s post-install experience you need to research. This will be the tell-tale sign on the level of customer support you would receive post-installation, which is in fact the most important time to have support.

Negative Reviews:

If you read multiple negative reviews that talk about lack of communication after the system has been installed, I would stay away. Of course not every company is going to be 100% perfect so don’t judge on just a few reviews. Always take a few bad reviews, even some good ones, with a grain of salt. But if there are multiple negative reviews that are quite recent describing the same type of issue, buyer beware.

Another thing you can do is call the companies main business line and see how they handle a potential issue. This may be a bit more difficult because they may ask for your address and not see you in their system but wait times and how they handle the call can give you some insight on how they might be if you were an actual customer calling with an issue.

Problem #2:

Solar system isn’t producing the power that was promised (non-technical)

What this means is that you either noticed through your solar panel monitoring app or on your electric bill that your system didn’t perform as you feel it should have. You believe this because either your electric bill is higher than you think it should be, or you are viewing your monitoring app and noticed that the production is abnormally low.

At this point, once you’re almost certain there may have been an issue with your systems performance that prior month, you would likely call your solar provider (company that you went solar with) and let them know the issue that you just encountered. This type of issue is normally not that big of a deal, as long as you have the support from the company that was promised, warranties in place that guarantee a free service call if needed, and fast turnaround time.

Non-technical means that the reason of the under production in power is due to an abnormal amount of inclement weather or an over promised production estimate presented to you at the time of the sale. In either situation, if you have went solar with a PPA (power purchase agreement), you are likely guaranteed that power. That means that at the 24 month anniversary of your system being activated, you are paid back the money you may have overpaid to the electric company. This will occur every 24 months. This is often called a money-back guarantee and why so many homeowners love the solar ppa option.

What’s the solution?

Make sure that if you are signing up for a solar ppa, that in the clause is a money-back guarantee. You also want to make sure that the money back that you will receive is equal to or very close to the cost of power that you ended up paying to your electric company.

What if I didn’t opt in to a solar ppa?

If you acquired solar with cash or a finance plan, you will not have a money-back guarantee. So the solution for that would be to make sure the solar design or plan that you agreed to is a conservative estimate and not an over-promise. A way to do that is to request a shade report from the salesrep. If it looks perfect, than that is a red-flag and you will need to question that.

If you see that the salesrep is recommending putting panels on the north facing part of your roof, that is a red-flag and a sign for you to not work with that company. Solar panels should not go on a direct facing north roof, especially here on the east coast.

Also, ask the sales rep what the percentage guarantee threshold is and what the course of action would be if the company did not reach that production percentage. If they guarantee anything less than 90% of what was promised, I would stay away. That usually means that they are over promising how much power you are going to get from their system. You can take a look at Cleanstarts warranty and guarantees here. If it’s below the threshold, they either need to add more panels at no cost or replace the ones that may not be performing to its specs. That however would be a technical issue which brings us to problem #3.

One thing that we at Cleanstart pride ourselves in is accurate shading analysis’s. We would rather under-promise and over-deliver than the other way around. Our clients are usually messaging us after their first year of making solar power with how shocked they are with how much more power their solar system actually produced.

Related articles:

How to read a shade report

Problem #3:

Solar system isn’t producing the power that was promised (technical)

Just like with problem #2, this shouldn’t be a big issue if the proper warranties are in place and easy to use. Although it’s not very common, the first component to show signs of failure is often the microinverter. Fortunately, these are easy to replace, and the top microinverter brands offer excellent warranties.

Enphase, a leading microinverter brand that any quality-focused solar provider will use, has a strong reputation and fantastic warranties. Their standard warranty length is 25 years.

If you notice your solar system underperforming and it’s not due to weather, the first thing a service technician will check is the microinverters. As a consumer, you need to ensure that if your system shows signs of weak performance, you’re guaranteed a free service call. A response time of 2-5 days for a technician to visit your home is reasonable. Remember, even with a defective microinverter, your system will still be operational but might perform slightly below its capacity. Some companies might not offer free service, so it’s important to verify this.

Related articles:

What is the difference between micro and string inverters?

What’s the solution?

Typically, if the solar monthly payment or cash price is a lot lower compared to some other quotes you received, chances are you will receive very little post installation service. So make sure that service and labor is covered under the warranty for a substantial time period. 20-25 years is ideal. And more than timeframe is the stipulations that warrant a free service call. So make sure you read the companies limited warranty fine print.

Remember, just like with any home improvement project, there will always be something that can go wrong. You cannot get around that. You almost have to expect that. That is why it is so important that you review the companies warranty promise and their online reviews for post-installation service.

Problem #4:

Flickering lights in the home shortly after solar is installed

This is typically the only problem that happens after an installation that a homeowner will call us about. It is not “common”, yet out of the very little calls that we do get, it’s something related to this.

Here’s why it happens: In older homes, the electrical wiring inside the walls might be a bit worn out or loose. When we install solar panels on the roof, it can cause vibrations throughout the house. These vibrations can make already loose wires wiggle even more, leading to flickering lights.

What’s the solution?

Ensure that the company you choose offers a robust and transparent workmanship warranty, typically included alongside the standard installation warranty discussed earlier. In the event of any post-installation issues with your panels, you should expect prompt assistance from your solar provider. Ideally, they should be able to schedule a home visit within a maximum of five days at no additional cost to you.

If the identified issue is unrelated to your solar installation, the service technician may advise consulting an electrician. However, a reputable solar company will often take proactive steps to assist with any electrical-related concerns, demonstrating their commitment to comprehensive customer support.

Problem #5:

Long wait to receive the state incentives (NJ SRECS)

This information applies specifically to homeowners in New Jersey who have purchased or financed their solar systems, as lease and PPA agreements already include SRECs (state incentives) in the monthly payment. Other states have different incentive structures.

In New Jersey, homeowners who purchase or finance their solar systems receive Solar Renewable Energy Credits (SRECs) from the state, currently valued at $0.85 per watt as of May 2024. While the detailed calculation can be found in another article, the key point is how and when you receive these incentives.

For an average-sized solar system, the total SREC value might be around $6,500. Instead of a lump sum, this amount is distributed monthly over 15 years based on your system’s production. Homeowners must regularly log their production data on the appropriate website to receive their payments. While this process isn’t difficult, it requires consistency. Some services can handle this for you, but they usually take a fee.

The main issue arises not from the monthly submissions but from ensuring the initial paperwork and application are correctly filed with the proper jurisdictions. If this paperwork isn’t properly submitted when signing your solar documents, you could face delays of a year or more in receiving your SRECs.

What’s the Solution?

1. Choose a Local Solar Company: Local companies typically have a better understanding of your state’s incentive programs compared to national companies. They are more familiar with local jurisdictions and can often ensure faster turnaround times.
2. Ensure Proper Initial Filing: Make sure the company you choose handles the initial filing of paperwork on your behalf. Incorrectly filed documents can lead to significant delays, often over a year. A reputable company will assist you throughout the entire process until your application is accepted by the state and utility, preventing frustration and delays.

In Conclusion…

Transitioning to solar energy is a big step towards helping your finances and assisting in sustainability, but just like anything that offers significant advantages, it can come with a few potential challenges. So making sure you align yourself with the right company is very important. Our sales representatives at Cleanstart often receive questions from potential clients about the issues they might face once they’ve decided to install a solar system. I imagine, whether you’re just considering solar panels or have already done some research, you’ve likely come across discussions about these challenges.

We hope this article helps you in choosing your solar provider. At Cleanstart, we’ve dealt with all the common issues mentioned and know exactly how to handle them. For instance, we much rather under-promise and over-deliver on production estimates, not the opposite. This ensures you receive more than expected rather than less. Our commitment to customer support doesn’t end after installation; we provide continuous assistance to address any concerns that may arise.

You want to enjoy a problem-free solar system for years to come, and it is our goal to make that a reality. For more information about solar energy for your home, please visit our Learning Center.