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Tesla won't remove 4 panels for emergency roof repair until summer 2020

mcdonalkmcdonalk
edited November -1 in Energy Products
I have been a very happy customer with a 1.5 year old solar/powerwall system, until now. We have a roof leak, and the roofer says that 4 PV panels need to be removed for them to make a permament repair. Tesla cannot get a crew to our house to remove the panels until summer. 2020. We need the repair done ASAP. There is more rain in the forecast. The roofer can put some tarps in place, but also says that they may not be completely effective. Tesla says that I could have a 3rd party do the removal and replacement. However, if the 3rd party damages the system, the 3rd party is responsible for the damages.
I cannot believe that Tesla does not have a process in place for emergency roof repairs.
Any helpful suggestions?

Comments

  • Passion2FlyPassion2Fly
    edited November -1
    Any local solar installer will offer to remove and reset your panels as needed. In San Diego they charge around $125 per panel to remove and reset. Don’t worry about damages, these guys are professionals...
  • gregbrew_98470014gregbrew_98470014
    edited November 2019
    My contract states that should it be necessary to do extensive roof repair, or even re-roof entirely, that Tesla will remove and re-install my array for a flat rate of $500 for the life of the system (20 years).

    Now, getting them out to do the job might be problematic...
  • smat99_98639770smat99_98639770
    edited February 2020
    Tesla has the worst customer service when it comes to solar panels. Last year a tree fell on our roof that damaged a couple of panels. I called Tesla multiple times, submitted photos and did all the paperwork. But they never sent the crew to replace those two panels. Finally, after the Powerwall installation, I had to hold their payment of Powerwall to come and replace those two panels. This weekend I discovered that my roof is leaking and I am in need of entire reroofing. Tesla is giving me their standard answer. They do not have ability to do this project and I should hire a third-party installer. If they do it for $499, I will have to wait till mid-summer. By that time it will be too late for my urgent job. Unfortunatley in my case I have 52 panels.
  • lqdongti1213_98222996lqdongti1213_98222996
    edited May 2020
    Im in the same situation with smat99
    I have been called many time and email them to ask for appointment temporary remove system to reroof . After serval email and called has been disconnected many time . I got no actual appointment set up or estimate date they will come to temporary remove the system. This is my worst nightmare.
    Second nightmare is the system production guaranteed- it already 2 month gone by from 2 years anniversary for system production guaranteed. And tesla customers service said there is no specific time frame for them to complete the guaranteed production Valuation nor even the report !!
    My biggest mistake is to paid off Entire Lease payment for 20 years lease which i have to in order to buy the house .
    And now , im on my own which no support at all . They suggesting me to hire third contractor or local solar to take off . When i ask , if i do that, it would void tesla solar city warranty ? .. have been silent since .. why would i have to pay my hard work money temporary remove and at the end of 20 years they take back the system.. for me it does not make any sense. I wish Elson Musk can understand what we are going through right now ...
    i hope go i can find a affordable lawyer to settle this matter.
  • TeslaTap.comTeslaTap.com
    edited May 2020
    @lqdongti1213 - Sorry about your problems. I expect any solar installer can safely remove and reinstall the panels - it's really not that difficult. It may even be cheaper than paying Tesla to do the work.

    The primary problem may be with COVID, many crews are not working - both at Tesla and third-party installers. It's hugely disruptive to every business. I'm sure Tesla would like to be up and running at full tilt, but it may be a while before that occurs. The evaluation staff may also be gone right now as well, depending on where they are located. I know this doesn't help, but it may explain the unusual situation Tesla is in right now.
  • carlsonkid_98681298carlsonkid_98681298
    edited May 2020
    Last year it took almost 6 months for them (TESLA) to remove my panels for a roof repair / replace for a leak that was most likely caused by panel installation by then Solar City. many calls, disconnects, and misdirections later the panels were removed. not impressed with customer service or the billing, website lack of support, or the fact that after 11 months of the panels still being off my roof, i continued to be billed for energy not being produced....
  • mail.dendy13_98679751mail.dendy13_98679751
    edited May 2020
    Yup. Did a massive remodel in coastal So CA. New e-panel enabled solar and EV chargers. Unfortunately, I was limited to a 200A feed by our utility (SCE) unless I wanted to spend many tens of thousands of dollars more for a new feed.

    My goal was to keep total household energy costs below $100 a month. This includes electricity, natural gas and gasoline. With super efficient everything, EVs, PV and Powerwalls, we got there two years ago.

    Now, with the cost of all forms of energy sure to increase, keeping it there will be a challenge.

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  • 2inspirepotential_986810882inspirepotential_98681088
    edited June 2020
    I inherited a home and signed a contract that was from SolarCity that Tesla purchased. Once signed, Tesla stopped the ability to monitor my systems energy, difficult to contact them to have an issue resolved, had a wire that was melted and the technician who came out in December refused to check the problem and then another in April arrived to the home and fixed the problem. It was about 6 months without the use of my solar and still paid for the leasing of these panels. Then I found that my roof is needing repaired and Tesla quoted for 36 panels to be taken off and put back on $7,795. The community standard is around $4,500. The representative at Tesla told me to find a contract that read $499.00 to take off and install for roof repairs, they will honor it. I went to the files and found that my uncle had signed an agreement with Solar City to take off the panels for roof repair for $499 and unfortunately he died two weeks after signing it. I sent the documents to Tesla and they are having to get approval and doubt if they are going to stand behind the contract. They are rude when I am trying to follow up and was refused to talk to the representative that I sent my documents for proof of a contract that was signed. They have very poor customer service. I happed to speak to a few managers who worked for Tesla and they told me that after Tesla taking over SolarCity, customer service and contracts were changed and they did not care about their customers. They would not buy any Tesla products because the car service its just as bad.
  • 2inspirepotential_986810882inspirepotential_98681088
    edited June 2020
    I inherited a home and signed a contract that was from SolarCity that Tesla purchased. Once signed, Tesla stopped the ability to monitor my systems energy, difficult to contact them to have an issue resolved, had a wire that was melted and the technician who came out in December refused to check the problem and then another in April arrived to the home and fixed the problem. It was about 6 months without the use of my solar and still paid for the leasing of these panels. Then I found that my roof is needing repaired and Tesla quoted for 36 panels to be taken off and put back on $7,795. The community standard is around $4,500. The representative at Tesla told me to find a contract that read $499.00 to take off and install for roof repairs, they will honor it. I went to the files and found that my uncle had signed an agreement with Solar City to take off the panels for roof repair for $499 and unfortunately he died two weeks after signing it. I sent the documents to Tesla and they are having to get approval and doubt if they are going to stand behind the contract. They are rude when I am trying to follow up and was refused to talk to the representative that I sent my documents for proof of a contract that was signed. They have very poor customer service. I happed to speak to a few managers who worked for Tesla and they told me that after Tesla taking over SolarCity, customer service and contracts were changed and they did not care about their customers. They would not buy any Tesla products because the car service its just as bad.
  • 2inspirepotential_986810882inspirepotential_98681088
    edited June 2020
    I inherited a home and signed a contract that was from SolarCity that Tesla purchased. Once signed, Tesla stopped the ability to monitor my systems energy, difficult to contact them to have an issue resolved, had a wire that was melted and the technician who came out in December refused to check the problem and then another in April arrived to the home and fixed the problem. It was about 6 months without the use of my solar and still paid for the leasing of these panels. Then I found that my roof is needing repaired and Tesla quoted for 36 panels to be taken off and put back on $7,795. The community standard is around $4,500. The representative at Tesla told me to find a contract that read $499.00 to take off and install for roof repairs, they will honor it. I went to the files and found that my uncle had signed an agreement with Solar City to take off the panels for roof repair for $499 and unfortunately he died two weeks after signing it. I sent the documents to Tesla and they are having to get approval and doubt if they are going to stand behind the contract. They are rude when I am trying to follow up and was refused to talk to the representative that I sent my documents for proof of a contract that was signed. They have very poor customer service. I happed to speak to a few managers who worked for Tesla and they told me that after Tesla taking over SolarCity, customer service and contracts were changed and they did not care about their customers. They would not buy any Tesla products because the car service its just as bad.
  • gregbrew_98470014gregbrew_98470014
    edited June 2020
    Tesla can't unilaterally change their contracts. It's not legal to do so.
  • pldobs_98744254pldobs_98744254
    edited August 2020
    I just ordered Tesla Solar a couple days ago. I ordered from Tesla partly because I love Tesla and part because they offered a great value. After reading numerous negative reviews of after sale service and not a single positive, I'm having second thoughts Has anyone out there had a good experience with Tesla after sale service on solar?
  • TeslaTap.comTeslaTap.com
    edited August 2020
    @pldobs I've had an excellent installation and service. As with any product, few owners report the good as they are happy. The problems generate 99% of the posts and can make it look like a serious problem for a product that is really quite good. Tesla is unusual in that they allow all posts to appear in the forum. Quite a few companies make "bad" posts disappear so you only see the few glowing reviews.

    I have a solar roof that was installed in January this year. I even wrote it up if want to see what goes on during the install: https://teslatap.com/articles/tesla-solar-roof-installation/ I had a minor technical problem, and Tesla came out in less than a week to fix it. And that was in the middle of a lockdown here due to COVID.
  • gregbrew_98470014gregbrew_98470014
    edited August 2020
    My experience with Solar City in late 2015/early 2016 for a 5kW PV installation was excellent. I added two Powerwalls with Tesla in early 2019. That experience with Tesla's level of service was also exemplary.

    I've got nothing but good things to say about Tesla's customer service.

    Understand that people are quick to complain, but almost never post about experiences that met or exceeded their expectations. Rest assured that the vast majority of the tens of thousands of Solar City/Tesla Energy customers have had good experiences pre-, during, and post-installation. Unfortunately, that's little solace for the few that do have problems. It may be the luck of the draw, but IMO, the odds are in your favor.
  • NormlurNormlur
    Same as previous comments.

    Although the difference is that I was made aware of a $499 removal and install fee when I originally bought the system but was not stated on buyers order so must pay competitive pricing.
    In addition to this.
    Signed repair order in July to have work completed by Feb 2021 with Tesla. Got a notice in August of earlier date and nobody showed. Called to reschedule got a September and again nobody showed. Called again got another date of end of November No show once again. Called and complained and finally was told by a third party that Tesla uses that thy received a work order. Still waiting with roof damage.


    This needs to be streamlined. It shows a serious weakness to take care of clients after the product has been sold.

    Waiting.......
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