By Joy Seitz, owner of American Solar & Roofing

Purchasing a home is an exciting experience, though the learning curve for caring for a home’s assets and amenities can be challenging. This is especially true when a home is outfitted with unfamiliar technology installed by the previous homeowner, such as solar panels. While the proactive care that solar systems require is minimal, this investment is not impervious to malfunctions that can cause serious headaches, and potentially expensive utility bills. This headache can be compounded if the initial installation company does not respond to phone calls for repairs or has since gone out of business. The homeowner can be left scrambling to find a new company to take over maintenance, and in some cases, might be stuck making lease payments on a system that is no longer operational. 

So, what is a homeowner to do in such a scenario? The first step is to have a clear understanding of what your financial obligation is. If a homeowner still must make lease payments, this means that the leasing company, not the homeowner, owns the system. Leases are typically bought through a third-party company and span about 20 years, depending on the contract. When buying a home with a solar lease, the original homeowner must complete a transfer of ownership. There is usually a fee associated with the transfer, but once it has been paid, the new homeowner is responsible for making lease payments. Payments must be made even if panels are not functioning or if the initial solar installation company has gone out of business. It is the homeowner’s responsibility to identify a new company to take over maintenance, and understand that the lease agreement remains active regardless of who owns it. It is best to look at the lease contract to learn how ownership transfers in these situations, as each contract can vary. 

What to Do if Your Panels Aren’t Working 

If a homeowner realizes that their panels aren’t working correctly, they should first contact the leasing company directly, as they typically subcontract service technicians to inspect and repair the system. If the panels are owned and not leased, contact any qualified, licensed solar installer or servicer for assistance.

If the original solar installer cannot be reached, check with your utility company for a list of preferred or trusted solar contractors. These companies sometimes list on their website that they accept “orphaned” systems and have a dedicated service team.  

How to Vet a Solar Company 

Vetting a solar company for reputability and reliability can be done through asking questions tailored towards their service department’s capacity and customer service. Before reaching out to a solar company, check customer reviews and referrals for testimonials detailing how past customers were treated. Look out for reviews that indicate patterns of “ghosting” behavior, in which the company answers phone calls infrequently or fails to follow through with service obligations. 

Next, call or meet a representative from the company and ask them questions such as:

• “Are you licensed or bonded?”
• “How long have you been in business?”
• “Are you knowledgeable about the manufacturer of panels installed on my home?”
• “Do you have a dedicated service team, or do you subcontract service work?”
• “What is your availability, and do you service my area?”
• “If you are unable to repair my system for whatever reason, do you do referrals for other companies?”

In asking the above questions, homeowners are looking out for the solar company’s willingness to be transparent with customers about their business practices and capabilities. While not required, it can also be helpful to ask, “Why is my business important to you?” This question can offer unique insight into whether the company genuinely prioritizes customer satisfaction or focuses solely on transactional gain. It also forces a representative to articulate the company’s service philosophy, which can be helpful in distinguishing between companies that view customers as valued partners, or those who simply see a customer as another sale.

While finding a reputable solar installation company isn’t always easy, asking questions tailored to discerning a company’s customer service philosophy can bring a homeowner some relief, and ultimately, cheaper utility bills during the transition period of ownership.