Solarize Customer Guide

Solarize installers must meet certain standards to be members of the program. Please review your contract carefully. Have questions? Reach out to your installer or contact Solarize Greater Philadelphia. 

Know Before You Go – General Information About Solar

These facts and recommendations are provided to all Solarize customers to share important general information about solar projects. THIS INFORMATION IS NOT SPECIFIC TO YOUR PROJECT; SOME ITEMS MAY NOT APPLY TO YOU. Please review this information carefully and ask your installer and/or the Solarize Greater Philadelphia Program Team (using the contact form here) if you have any questions about the following requirements. 

• No Electricity During Power Outages: If you do not have energy storage backup, a solar energy system will automatically disconnect the solar energy system from the utility grid in the event of a power outage to protect utility repair personnel from the risk of electric shock from the electricity that could otherwise flow into the utility distribution system from the solar energy system. If this occurs, the solar energy system will not provide any electricity to you during the power outage.

• Electric Bill Payment: Standard utility providers will provide you with a credit for each kilowatt-hour (kWh) they receive from you up to the total amount of electricity the utility delivers to you during each billing period. This allows you the ability to net your “monthly usage” down to as low as “zero” each month. However, you will continue to receive and must pay your electric bill. Many utilities charge monthly fixed fees that cannot be offset by solar usage. Your solar project may not provide enough power to offset all usage. You are responsible for all electric bill payments.

• Annual Net Metering Credits: If you own your system, and produce more energy than you use each month, a standard utility provider will carry this excess forward to a future month and use it to help net down a future month’s bill. At the end of the net metering year, you will receive a credit for any existing kilowatt-hours produced in excess of the kilowatt-hours received from the utility. Excess annual credits are paid at the Price To Compare rate, which is less than the total residential retail rate for service; this means excess annual credits are worth less than credits that offset monthly usage.

• Alternate Electricity Suppliers: Not all electricity suppliers participate in net metering, and may not compensate customers for electricity they return to the power grid. If you have an alternate supplier, we recommend that you switch back to the default service in order to maximize the benefits of state-mandated net metering. 

• Roof Condition: Ideally, roofs receiving solar will have been resurfaced or replaced within the last 5 years and/or have an expected life of 10 or more years with minimal maintenance. Customers with older roofs can move forward, but Solarize Contractors must make customers aware of any concerns they find, in writing. We recommend asking your installer for a point-in-time estimate of panel removal and reinstallation cost so you can understand the potential magnitude depending on your system size (note that this price may increase over time due to inflation). 

• Warranties: Some problems may be excluded from your warranties. For example, animal damage may not be covered if you did not pay to install a “critter guard.” The cost of labor to replace malfunctioning equipment under the equipment warranty may not be covered. Review your contract and discuss with your installer to understand when problems could result in additional charges to you, and if there are any maintenance activities that you are responsible for in order to maintain the warranty and performance of your system. Warranty coverage varies between installers and will differ if you own your project or have a lease or PPA with a third-party owner. We also recommend that you review whether any existing roof warranty you have would be affected by adding solar. Your contract should include information on your installer’s warranty claim process.

• Monitoring and Maintenance: Solar panels generally require little maintenance. If you own your system, your installer should teach you how to monitor your system’s production. Ask your installer about monitoring and maintenance support – for example, ask about the process and pricing for an on-site service check. You can find some general ranges of costs on our website here.

• Home Insurance: If you own your system, reach out to your home insurance provider to inform them of your system prior to signing your contract. You generally do not need standalone solar panel insurance; most home insurance firms will include solar as part of dwelling coverage. Your home insurance premium may increase. If you opt for a lease or PPA, the system will be insured through the third-party owner, however, contacting your home insurance company to confirm your premium will not be affected is recommended.

• Grievance Protocol: Customers have the right to submit a grievance either directly with their installer or to PEA and/or PGCC. The installer must have a clear pathway for Customers to file a written complaint and a designated point of contact to review any written complaints. For any complaints about Solarize installers or the Solarize Greater Philadelphia program, please use the contact form on the program webpage here.

• Solar Renewable Energy Certificates (SRECs): For customer-owned systems, your proposal will include a valuation of SRECs that must reflect reasonable market conditions. The value used in the proposal must be stated and must be projected over a time period no longer than the length of the production guarantees. You can find information on current SREC prices here. 

• Right of Recission: After signing a Contract, you have the right to cancel it without penalty within 3 days. Some installers conduct a site evaluation before you sign your contract, and some do so afterwards. If the evaluation is done after you sign your contract and it results in any cost increases or identifies the need for solar enabling upgrades, you can terminate your contract with no penalties. 

• PEA/PGCC Liability Waiver: The Philadelphia Green Capital Corp. (PGCC) and the Philadelphia Energy Authority (PEA) run the Solarize Greater Philadelphia program to help homeowners go solar without any compensation from Installers or Customers. PGCC and PEA may assist with customer complaints, but your Installer is responsible for the performance of any contract they sign with you. By submitting this form, you acknowledge and agree that PGCC and PEA and any affiliates are not parties to your contract with a Solarize Greater Philadelphia installer, and are not liable in any circumstances for any damages or losses arising out of or in connection with a Solarize Greater Philadelphia installer’s performance or any equipment installed pursuant to your contract with them.