Energy Products

Extremely dissatisfied with Tesla Home solar support!

I had an 11.3KW Tesla home solar system installed in Oct of last year. It was activated on DEC 21 of 2018. Yes, the shortest day of the year.

During installation, I had requested that the solar equipment be installed on a wall 90 degrees to what the installers wanted. They know more than I do right? No!

So, My Solar Edge inverted died over 6 weeks ago. When I called Tesla energy, they said it would take 4-6 weeks for them to even come out to my house. 4 to 6 weeks for a 7 month old system...

So, I called asked to speak with a "supervisor". Plead my case that these days are the highest solar producing days of the year and also, with what product that costs tens of thousands of dollars should it take 6 weeks to repair if it failed within the first 12 months?

Of course I got the "we will see what we can do" etc etc etc...

2 weeks ago, I got a text saying we will be at your house in between 7-9 am to fix your solar. Sweet!!

Guess what, I waited from 7-9 and around 10:30, asked via text where they were? The response? "oh, we have to order the part ,expect 7-10 days".

It has been 12 days, I called the CS number and was told "we don"t have the parts yet".

I am going on 2 months with NO SOLAR. I am about to start interviewing lawyers.

I have been stalking Elon Musk via twitter, but that hasn't helped either..

Oh, yeah, I bought a model 3 in April that has to be charged too.

I am beyond frustrated.

anyone else have any suggestions on how I could get this moved along?



  • edited November -1
    does your contract have a production guarantee?
  • Yes but what good does that do me with getting this fixed In a timely manor?
  • edited July 2019
    I have a very similar unhappy story....
    My 66 panel system w/2 powerwalls was installed between around 12/27/2018; I was granted PTO in mid-February; worked great and I loved to show everyone my app showing it running my house, charging my batteries and sending excess back to the grid; my electric bill went to zero and I've been "banking" 500+ KW each month for future use.
    ....but my Inverter #1 (handling 40 panels) faulted with a hardware error on 7/12/2019; was given a service date five weeks coworkers continue to show interest, but I have to just tell 'em it's broken.....NOT ACCEPTABLE!
  • edited July 2019
    update to my post earlier today: I decided to call Tesla again, just to ask if my scheduled date could be moved up and to make sure a replacement Inverter had been ordered. I learned:
    1) the error code on my Inverter should have triggered an immediate RMA replacement but that this part had not been ordered (it takes 4-5 weeks to get)!, and
    2) nope my repair date had not changed (but it is no longer a valid date anyway because it will take weeks more to get the part).
    So now 'm into to Sept sometime at the earliest to get 40 of my panels back online, on a tesla solar system turned on just five months ago. Pass the word (sorry to say)
  • edited July 2019
    Wow. I would consult a lawyer just for the fact that your warranty is ticking away due to their slothful responses. They certainly owe you a warranty extension for the time they have peed away here.
  • edited November -1
    This is the stuff that scares me. Hoping my system lasts 20 years lol.
  • edited November -1
    Solar Inverters and power optimizers will fail occasionally. We’ve had to replace one of our two SolarEdge inverters and 5-6 panel optimizers during the first 3 years of operation. Fortunately we acquired our system from a local solar integrator, not Tesla, and the failures were acknowledged and fixed within a few days.

    Time = money once a solar generator goes online and extended service delays are unacceptable. Sure hope Tesla follows through on making customer support improvements within its energy business as stated in the Q2 report.

    We have multiple PW2s on order and would like to include them (open to using their panels as well) in a new home project, but until they have proven their ability to provide timely customer support we will insist on Tesla using a local partner/integrator if they want our business.
  • edited August 2019
    I had roof work completed on July 25th and I contacted Tesla on the 26th to re-install the panels. Received an email that this earliest dates would be October 10th and 11th. TWO MONTHS?!? So I responded replying this was unacceptable. Four emails later NOT ONE REPLY! If you include my electric plus the lease cost I am paying over $500/month. Who in the hell is in charge at Tesla?!? Is this how you treat your customers? I think NOT!
  • edited August 2019
    I have had a 9.88 kw Tesla solar system in place since August 2015, Order Number EN7104764, 22 Deacon Lane, Sudbury, MA. My solar system stopped producing electricity at the beginning of April 2019. As of late August 2019 it still is not functioning. The peak sun months of 2019 have been missed. Tesla has made several technician visits during the five months including installing a new inverter, having a few guys up on the roof checking the system. The system still doesn't work. Blame it on lack of sustained interest or incompetence, or both. Per the system lease contract, paragraph 4(c), I am not to be "...charged for Estimated Production when the System is not producing electricity due to Solar City's (Tesla) fault". I cut Tesla off from automatic debit billing from my bank account and refuse to pay their "Estimated Production" bills on the basis that it amounts to consumer fraud. They just billed me $237.42 for the month of July when no electricity was produced. In my estimation as an attorney their "Estimated Production" billing while a system is down due to Tesla's fault is fraudulent and is clearly subject to challenge, perhaps as a class action.
  • edited August 2019
    I have been on hold with customer support for a total of 1.5 hrs recently. Maybe it is time to stop paying bills until we get some basic customer service?
  • edited August 2019
    My solar monitoring app stopped working. I have been trying to call someone. I can't reach anyone. Wait time is more than 30 mins. Finally someone came online . She said she fixed the problem and asked me to login after 30 mins. No luck. same issue. I can't reach anyone after that. No one replies to email also.
    Worst customer service. What is happening to this company?
    Are they going out of business?
  • edited August 2019
    I had an inverter stop working this time last year. To cut a long story short, everything I've read here applies to me. My system was down almost 3 months.

    These guys are beyond incompetent. Now the box attached to my router isn't reporting to them and suddenly they want to get hold of me. Solar panels are generating just fine. Maybe I'll put them on my calendar to answer the phone in 3 months time. Then I won't answer it. I'll make an appointment for them to stop by then I won't be there.
    Payback's a bitch.

    Bring back Solar City.
  • edited August 2019
    Captbillyb your dismay with tesla is not going to get any better. The transition from a professionally managed company like Solar City to the current bozos hired by tesla is extremely disappointing. My system needed maintenance-power not being sent from the grid. Half of the month of July and now the end of August (hot summer months). It takes 90 days to get a technician out for support. Power grid information no longer available after logging from computer. Oh joy! I can see and pay my bill.
  • edited August 2019
    My problem is I have two power walls which are not charging. The online service seemed acceptable but weren’t able to solve the problem. They indicate I have to have a tech but the first available date is 9/13. So out since 8/12 and a pending hurricane. It’s jyst seems 3-4 weeks to get a truck is unreasonable. Tesla solar, 2 powerwalls and two Model 3.
  • edited August 2019
    I was now wanting to update the problem I logged in this forum in July, but I observe my entry has been removed.
    Here are my facts:
    2/15/2019: Granted permission to operate my new 66 panel w/2 power walls in Dallas, TX.
    7/12/2019: Inverter #1 of 2 failed, error HW 18xB5 (indicating immediate replacement).
    8/21/2019: Replacement Inverter installed -- missing 6 weeks of Texas sun
  • edited August 2019
    Who regulates Solar Companies? Are they exempt from Utillity regulations?
  • edited December 2019
    I am extremely angry at Tesla service. My solar panel failed and I called them sometime this month. The representative said a technician would schedule a visit with in 72 hours. Nothing happened. I called them a week after that and a representative told me the earliest date that a technician could come is sometime in February.
  • edited December 2019
    I know it must suck but I’m sure you know that getting parts takes time when dealing with 3rd parties. I think what Tesla needs is some type of advance replacement service with a promise that equipment failures once verified will take no more than x amount of time to repair. A deal they would work out with suppliers. Something for the customer to have a little confidence.
  • edited January 6
    Today Jan 6, 2020 my neighbors, three houses down, are having a solar system installed by Tesla. Large crew and working diligently. I hope things are better and their system does not go down with months of delays. I assume they are complimenting their Tesla 3.
  • edited November -1
    Is there any number to call to get any response?? The customer service is so BAD.... I have a 43 panel system with 2 inverters due to their poor sales techniques and promises - the first was installed after I supplied a years worth of electric usage but told them that does not matter since I was adding a hot tub and central air conditioning. I was told they could easily add panels. Then after putting in central sir and the hot tub was told wait 3 months to get electric usage. Then was told they would re-engineer and remove all panels and put all new ones on. The was told they changed their process so they added a second inverter with more panels but have a different rate on the second panels and they could not combine into one bill. I was lied to and miss informed - I wish I never went with Solar City/ Tesla and would never recommend them due to the miss leading/lying and worst customer service ever....
  • System went down last November...took almost 2 weeks to get a technician out. He determined the brand of panels on roof were known to have defective seals and they would have to be replaced. Here we are in March 2020 still no new panels. I've call CS a number of times, early on I was given the "they're waiting on parts" go away answer. A month ago, I was told my project has gone to system design to redesign the system. Still no new exactly what am I paying for each month? Maybe it's time withhold payment until they can see fit to honor their part of the deal. I'm very close to start looking for an Attorney. Some of the worst customer service ever from Tesla.
  • edited March 14
    I have had issues with them as well. Tesla bought out Solar City. With Solar City, I had a person I could talk to every step of the way. The web page sucks as you can't get anyone in a Support role, no phone number unless you want to buy a car. I had squirrels do some damage. I did get ahold of them to exterminate and protect the panels. they found one dead panel and did not have enough netting to finish the job. Said they would contact me. They did and I said I would request a Saturday service. They don't work on Saturdays. Not good for a service organization. I was out of vacation time, so I could not arrange a date. They stated they would call me to arrange a date, I am still awaiting a call. In the mean time my system is not generating a thing as of last month. So my next issue is at hand.

    My son had his house done with solar. I told him to stay far away from Tesla due to lack of service.
  • edited March 16
    I had the same inverter problem last June & July.. It took a month to get fixed. Now I have received a Pg&e bill which tells me that I will owe $100 at true up on 4/1. I cannot for the life of me find a customer service number anywhere on the site. Does anyone know how to actually talk to someone? Totally dissatisfied with Tesla since they bought out Solar city. Stay away from this moron billionaire!
  • edited March 16

    Google is your friend...
  • edited March 17
    I am on my 6th inverter in 5 years. Takes months to get it fixed. Yes, we have the production warranty.
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