When deciding whether to buy a product from a particular company one of the easiest and quickest things to do is to look at online reviews. I certainly do. However, there are some things you should know about solar company reviews before you accept the information that you are reading.
Companies ‘Manage’ Their Reviews
This is not specific to just the solar industry, but companies are spending a significant amount of money to manage their online reviews. There are ways to bury the bad reviews and highlight the good ones. Some companies specialize in helping other companies do just that. So, even if you see a lot of good reviews online for a particular company, it doesn't necessarily mean that they do a good job for their customers. It may just mean that they do a good job of managing their reviews.
Solar Installation Companies vs Solar Dealers
The solar industry is mainly made up of solar installation companies and solar dealers. You can think of it as being similar to the automobile industry. Ford and Honda make cars, but they do not sell cars. They ship them to independently owned dealerships. So, you probably want to read reviews about the solar installation company because they will be installing and maintaining your solar system long term.
The thing to know here is that many negative solar company reviews are written as a result of expectations and information given to a homeowner by the salesperson who works for the dealer. For instance, perhaps it wasn’t explained to a homeowner by the salespeople that their solar system cannot be turned on until their utility company gives them permission to operate (PTO). PTO can sometimes take weeks after the installation is complete. The homeowner will blame the solar installation company and perhaps write a negative review. However, the blame should fall upon the dealer and the salesperson who sold that solar system. The lesson here is to also look for reviews about the solar dealer.
Solar Installations are Construction Projects
If you’ve ever built a home, redesigned a kitchen or bathroom, or had any kind of project done on your home you know what can happen in a construction project. In the majority of cases, things go according to plan. The time estimate is met. Everything works fine. And everybody is happy. However, like with other home improvement projects that require building permits, there are instances when things don’t go according to plan.
I’ve had projects get delayed because one of solar panels or inverters didn’t work. Another time it was because the wifi signal in the homeowners’ garage was too weak. On one project in a rural town in Texas, it took 6 weeks to find a licensed electrical contractor to move and install a main electrical panel. And, I had a project that took 30 days for the utility company to give us permission to operate.
These types of issues need to be managed by both the salesperson and the solar installation company. In most cases, if the homeowner is communicated with on a timely basis, they will understand delays beyond our control.
National Solar Companies vs Regional Solar Companies
There are a small number of companies that have tried to dominate the national market. They gained marketshare quickly. Perhaps too quickly. These companies started to have a difficult time being consistent with the level of customer service in all markets. Their negative reviews grew on Google and the BBB website. Perhaps because of the issues with consistent installation times, having the right equipmnt for the install in all areas, and consistent customer service, some have ceased doing business in the last2 years.
Let’s look at the number of negative solar company reviews in the last 3 years according to the BBB from some of the national solar companies. Some have gone out of business.
Sunrun – 4,240
ADT Solar – 1,049 No longer in business
Titan Solar - 916 No longer in business
Freedom Forever - 921 Are experiencing difficulty with installation times
SunPower - 709 Have ceased taking on new business
Momentum Solar - 786
The REACH Solar Solution
Instead of working with national companies that have a difficult time providing a consistent high level of results for homeowners, we work with the top regional companies in the U.S. These companies manage a smaller geographic footprint and can operate more efficiently. They better manage the process with the local building departments for pemits and the know the area utility companies better. They also provide a higher level of communication to the homeowner and to REACH Solar so that we can better manage the project.
The Conclusion Regarding Solar Company Reviews
Do you want to look at solar company reviews? Sure, you do. Look for companies with at least 4 stars out of 5 on Google and at least a B rating from the BBB. Howver, you should read the reviews and make sure that complaints are resonable and that they are not tied to issues with the building department (permits) or utility companies (time for inspection and final approval).
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