Utility Bill Issues

If a homeowner calls in stating that their utility bills are too high, and this led them to believe that their system is not working, our first course of action is to remind them that their solar system was built based off of their previous usage to offset their utility bill on a yearly scale, not month to month, and there are always going to be some months where they are not seeing the savings as much as others.

If this does not seem to ease their concerns, our next step would be offering to look into their current consumption, compared to when their system was built. If their usage is higher, it would make sense that they would pay utility bills more frequently as their system was not built to offset a higher amount of usage.

Inform the HO that it will take 7-10BD to gather the information, and you will give them a call to discuss your findings in that time. You will need their utility account login information in order to do this for them, so ensure we have it in our CRM, and if, be sure to gather this information prior to getting off the line with them.

You will need to build a Consumption & Production Comparison report

Found in our customer service one drive folder, you will find an excel spreadsheet for Consumption & Production Comparison Template.

This is what will be filled out and emailed to the HO prior to calling and discussing with them.

(System Production)-(Power Sold) = (Solar Consumption) + (Power Purchased from Utility) = Total Usage