Questions About Solar Energy (FAQ)
Questions About Solar Energy: System Purchase
How do I order solar panels and who do I contact for questions about solar energy?
If you're thinking about going solar, reach out to us using our contact info. We'll have one of our local solar experts help you.
What can I do to check the status of my project?
As your project moves forward, you'll get updates through email and text.
If you have questions about your project, please contact your solar consultant.
How can I reach my solar consultant?
Your solar consultant's contact info is in your installation agreement.
If you can't find your paperwork or can't get in touch with them, you can reach our support team at hello@sustainablysolar.com or (443) 909-6308
Can I cancel my order?
You can cancel your project until installation.
However, there may be a fee after permit applications.
If you have any questions about canceling your project, please get in touch with us at hello@sustainablysolar.com or at (443) 909-6308.
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Design & Site Survey Process
Can I change my systems design?
Yes, many times, you can make changes to your design.
Speak to your solar consultant about the changes you'd like to make, and we'll try our best to make them.
How long does it take to get my final solar system design after the site survey?
It depends on how difficult your project is. The design process usually takes 24 to 72 hours.
However, if you have a more complex design, it may take up to a week.
How do you create my system design?
We design your solar system based on your last year's energy usage.
Also, we consider your future energy needs, and how much sun your roof gets.
This tells us how many panels we need to offset your energy needs and save you the most money.
What happens during the site survey?
During the site survey, a tech will visit your home to take pictures of your roof, utility meters, and main electrical panel.
If you have a tile roof, the tech may inspect underneath some tiles to check the quality of the roof.
In some cases, we may need access to your attic to gather info about the spacing of your rafters.
Why is a utility bill required to get solar?
We use your energy bill to see how much money we can save you.
We also use it to verify your energy usage and address.
Lastly, we gather other info for your interconnection application with your utility provider.
How can I view my final solar panel system design and payment details?
We'll give you a final copy of your solar panel system design once your site survey is complete.
Also, your solar consultant will give you a copy of your solar proposal to review all of the financing details of your project.
Why are panels on the north side of my roof in my design?
It doesn't happen a lot, but there are times when we can take advantage of the north-facing section of your roof to increase the energy output of your solar panels.
This approach can save you money in some cases.
Partial vs. Whole Home Backup: What's the Difference?
Everyone doesn't need a backup.
But for those who do:
Partial home backup means that only some of your home's appliances will be available during a power outage.
Whole-home backup means all your appliances will be available.
Usually, we recommend whole-home backup, but there are times where the partial home backup is enough.
What appliances can be powered by a battery backup system?
A battery backup system can power all the electrical appliances in your home.
We recommend you back up the most important appliances, such as your refrigerator and stove, to make sure you have power during an outage.
Can I add panels to my system after it's installed?
Sometimes you can add panels to your system.
We'll take a look and offer you a personalized quote for more panels if possible.
We'll work to make sure your system meets your energy needs.
Incentives, Payments and Pricing
Can the final price change after I make a purchase?
We aim to provide you with an exact quote for your solar panel system.
However, we may discover issues that add additional work during the site survey.
We will notify you of any potential price adjustments, which you can review for approval if this happens.
After installing solar panels what will my new utility bill cost be?
The cost will depend on your utility provider and your solar system's size.
Often, you will pay a small, fixed charge for being connected to the grid, as well as any electricity usage that is not covered by your solar system.
For more info, please speak to your solar expert.
Will I get tax credits or any other financial incentives?
If you decide to purchase and own your solar system, you could qualify for a tax credit of up to 30% of its total value.
We may seek other incentives on your behalf, depending on your location.
To learn more about incentives available in your area, please reach out to your solar consultant.
When do I pay?---------------------------------------------------------------------
What payment methods do you accept?
We accept ACH payments if you buy your system outright and pay cash.
But, if you prefer to make payments on your solar panel system, please get in touch with your finance provider to ask about their accepted payment methods.
Homeowners Association Approval
Do I need HOA approval to install solar panels on my home?
Sustainably Solar requires HOA approval. However, we help you with the process as we want to make sure everything is properly documented.
What should I do when my HOA approves my solar project?
Once you get HOA approval, please send the proof of authorization to hello@sustainablysolar.com
What if my HOA denies my project?
In most places where we operate the laws prevent HOA's from stopping you from installing solar panels.
However, if your HOA denies your solar project, contact our support team at Sustainably Solar, and we'll provide you with info and resources to help you overturn the decision.
Installation Info
When can I schedule my installation?
Our scheduling team will reach out with the earliest available installation date as soon as we have all necessary permits and approvals for your solar project.
Usually, we can schedule your installation within two weeks of the scheduling call.
What is the estimated installation timeline?
The timeline depends on how complex your project is and its location.
Your solar expert will give you an estimate based on your circumstances.
Typically, most standard projects are installed and activated within 3-6 months.
Do I need to do anything to get ready for my install?
Our scheduling team will tell you everything you need to know to prepare for your installation when you schedule your appointment.
What kind of equipment will be installed and where will it be placed?
We install various components such as solar panels, a mounting system, an inverter, etc.
We'll install the racking system and panels on the designated roof planes in your solar panel system design.
Generally, the inverter is placed close to your other electrical equipment.
Do I have to be home for my installation?
Our scheduling team will let you know if you must be home during the installation when they call to schedule your appointment.
In most cases, we need someone over 18 to be there.
Can I request design changes on the day of my install?
You should finalize the location of your solar panel system before your install date.
However, there are times where adjustments are needed based on the reality of your home when we arrive on-site.
If this happens, someone from our team will notify and ask you to approve the changes.
How long will my install take?
Installation usually takes between 6 to 8 hours.
However, there are times when installation may take two days.
In this case, our scheduling team will notify you of the estimated time of the work.
Does my system work as soon as it is installed?
After your install, our team will schedule an inspection with your local city or town at your earliest convenience.
Once it passes, we'll get permission to operate from your utility provider.
When we get approval, we will begin activating your system, so you can enjoy the benefits of solar power.
Inspection & Utility Approval Process
When does the inspection take place?
Inspection times can vary depending on the location of your home.
At Sustainably Solar, we schedule inspections as soon as possible after your install.
But it could take several weeks to complete the inspection process in some cases.
What steps should I take to prepare for my inspection?
You don't need to take any action for the inspection to occur.
How long does the inspection process take?
The time it takes for inspections can vary depending on your location.
Sometimes, our techs may have to wait a couple of hours for the inspector.
However, the inspection usually takes around 30 minutes once they arrive.
What is the next step after my system has been inspected?
If your inspection passes, we request permission to operate from your local utility provider.
If your inspection doesn't pass, our team will note the issues the inspector pointed out and make sure the issues are fixed before scheduling a new inspection.
How can I speed up the utility process?
The timeline is determined solely by the utility providers.
However, Sustainably Solar will follow up with the utility provider on your behalf to make sure the process is complete.
Questions About Solar Energy Equipment: Monitoring, Roof and Performance Issues
What does it mean to be a tier one panel?
"Tier one" panels are the best solar panels. They have been tested by multiple third parties.
At Sustainably Solar, we only use high-quality equipment.
As a result, we promise that every panel installed will be a top-tier panel.
How do SolarEdge inverters benefit my solar system?
SolarEdge inverters provide several advantages over other inverters, including:
High Efficiency: The SolarEdge inverter can convert over 99% of the solar energy produced into usable energy for your home.
Competitors only convert around 97%.
Seamless Integration: Sustainably Solar includes Power Optimizers and System Monitoring with every solar system.
This lets you to monitor your system's performance and optimize its output.
Also, you can purchase a SolarEdge EV charger or Battery system. They integrate seamlessly with the SolarEdge web application.
Safe to Service: If you have any issues with your inverter, it can be serviced from the ground.
This avoids any potential harm to your roof and the tech working on it.
What is the point of a Power Optimizer?
A Power Optimizer helps you track the production of each solar panel while allowing panels to operate independently.
So, if one panel stops working, the rest of your panels will still work correctly.
What mounting equipment is used to install my system?
We only use industry-leading mounting equipment.
For most roof types, we use the Unirac mounting system.
Unirac offers a low-profile, lightweight racking system designed to prevent roof leaks and minimize the number of incisions needed to install solar panels on your roof.
What battery options do you offer?
We offer a range of top-rated battery storage solutions.
Also, we provide a unique no-backup SolarEdge battery.
This lets you sell power generated by your solar panels back to the utility grid when energy credits are the most valuable, resulting in max savings with solar.
We also offer Tesla Powerwall 2's and Franklin batteries if you need blackout protection.
These options provide the same benefits as the SolarEdge battery, with the additional ability to back up your home during power outages.
How do I know my system is performing how it should be?
Once your solar panel system is activated, you can monitor your energy production for 25 years using the SolarEdge web-based monitoring application.
What if I need a new roof?
Getting a new roof before installing solar is common.
We have partnered with several local roofing companies that share our commitment to excellent customer experience and communication.
If you need a new roof before solar installation, we'll work with our partners to make sure you receive a competitive estimate that meets your needs.
How can I access Solar Edge to monitor my solar panels?
You will receive monitoring access once your system is activated, and we will send your login information via email. We will also call you to help you get set up.
Can I include the cost of a new roof into my solar financing?
Solar financing options may differ in their policies when it comes to including roof costs for solar installations.
You should speak with your solar advisor to see which finance companies allow re-roofing costs to be included in the financing and to what extent.
Your solar consultant can provide you with info on financing options to fit your needs.
What should I do if there is an issue with my equipment or system's production after install?
If you have issues with your system, please email us at hello@sustainablysolar.com or call 443-909-6308.
What is the fastest way to get help if I have a leak or power outage?
If you have any urgent issues, such as roof leaks or power outages, the best way to reach us is by phone at (443) 909-6308.
Our support team will submit an urgent service ticket on your behalf and make sure you receive a response as soon as possible.
Questions About Solar Energy Systems:
Warranties and Guarantees
What does the performance guarantee cover?
We take pride in our work and want to make sure that your solar panel system performs at its best.
Our guarantee makes sure your system generates the energy we promised.
If it doesn't then you receive a check for the difference.
Does the roof get a warranty?
After install, you get a full 10-year roof warranty. Any damage to your roof is fully covered.
Do you guarantee your installation timeline?
We offer a 90-day installation timeline guarantee for qualifying projects.
If your project qualifies, we will commit to installing your solar system within 90 days of final design approval.
If it isn't we will send you a check for $500 after your installation.
What is your $10,000 Solar Savings Guarantee?
We won't waste your time.
We are so confident that we can show you how going solar can save and/or make you a minimum of $10,000 combined that if you meet with us and we can't, we will give you a $100 gift card as a thank you for your time.
Here's how it works:
You give us your bill before our consultation. We will do the math ahead of time to see if it will be worth your time.
If it isn't worth your time we will call and let you know.
However, if we show up to meet with you and can't save and/or make you a minimum of $10,000 combined, we will give you a $100 gift card just for meeting with us.