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Extremely dissatisfied with Tesla Home solar support!

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?

Thanks

edwardneal2222 | July 23, 2019

does your contract have a production guarantee?

Captainbillyb | July 23, 2019

Yes but what good does that do me with getting this fixed In a timely manor?

rkburks | July 25, 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 out.....my coworkers continue to show interest, but I have to just tell 'em it's broken.....NOT ACCEPTABLE!

rkburks | July 25, 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)

johncrab | July 25, 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.

chancellor32 | July 25, 2019

This is the stuff that scares me. Hoping my system lasts 20 years lol.

Patrick | July 26, 2019

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.

dpsmithaz | August 2, 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!

rlandrigan | August 22, 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.

winigross | August 26, 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?

pallava99 | August 26, 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?

martin.bell | August 26, 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.

tlwilliams_99 | August 27, 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.

joexcan | August 27, 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.

rkburks | August 30, 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

aburke45 | August 30, 2019

Who regulates Solar Companies? Are they exempt from Utillity regulations?

ntvbl | December 28, 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.

bcmusik | December 28, 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.

rglossin | January 6, 2020

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.

joemilbier | January 6, 2020

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....

tcmartin.cgz | March 4, 2020

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 panels...so 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.

emgun | March 13, 2020

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.

john | March 16, 2020

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!

gregbrew | March 16, 2020

888-765-2489

Google is your friend...

benkarkis | March 17, 2020

I am on my 6th inverter in 5 years. Takes months to get it fixed. Yes, we have the production warranty.

benkarkis | March 17, 2020

and yes the same customer service issues as everybody else. It is amazing.

TeslaTechie | March 27, 2020

@benkarkis. 6th in 5 years? And it takes months to fix each time? Is the system even saving you any money at this point?

brianmcpherson02 | March 28, 2020

I just found on the Tesla site - Connected Solutions a rebate/credit offered by EverScource to utilize the PowerWall During peak periods it is coupled with the Smart program.
https://www.tesla.com/ma-virtual-power-plant

brianmcpherson02 | March 28, 2020

I just found on the Tesla site - Connected Solutions a rebate/credit offered by EverScource to utilize the PowerWall During peak periods it is coupled with the Smart program.
https://www.tesla.com/ma-virtual-power-plant

kathjenn | March 30, 2020
clementjjoseph | May 14, 2020

This is long overdue. If you ask me. https://bringbacksolar.org/

pmalizia | May 23, 2020

Yea it seems like every year about this time they shut down my system for some reason. Its almost like they know the system won't preform or might catch fire or somehow get them in trouble. Then you can't get an answer or get in touch with them. It takes weeks and months. Last year it took three months before it was back online. The three months were of course the peak producing months for us in New England. It seems really worse with Tesla. I hope their self driving cars work better than the solar panels. They did honor their production guarantee and sent a check but it did come close to covering the cost of the electricity and lease payments. May instead of complaining here I should send something to the state officials.

randystich | June 20, 2020

I have 44 panels 2 powers walls my system is close to a year and a half old and my inverter failed in Dec it took almost 4 months to get fixed. My inverter just failed again after 4 months. I live in Fl this is peak solar time. I bought the solar system for hurricanes. It's rediculous that they say it's out of hands it's not our part. I bought the system from TESLA, not solaredge. They can stock replacement parts and fix my system and they can deal with who they bought the part from it's not my issue. Could you imagine if the car dealerships were like that, sorry It's not our part it will be 4-6 weeks to get a part! How about Tesla tell solaredge either replace these ASAP or we will find someone else? I will be talking to a supervisor on Monday if I don't get a quicker response I will be contacting a lawyer. And yes they have a prodcution warranty I bought the system to have power during power outages instead of a generator. I could be lookng at not having solar for almost 6 months this year and the year is not over yet!

ultraman_75287 | June 26, 2020

I live in Texas. Same here 44 panels, no powerwall, installed last February. inverter failed 6/19/2019, took 4 weeks to replace. Inverter failed again 6/1/2020, still waiting for replacement.
I'm extremely unhappy with Solaredge and Tesla, bad product and poor support.

mp80237 | June 30, 2020

I am having the same issues. I can't get a hold of anyone. I have tried calling. Was on permanent hold. I put in my number once for them to call me back. Never happened. I filled out a form about my system. Took over two weeks to get a new box sent. I installed the new box, it shows connection, but the system says I am still offline. I am at the point I wish they would take this away and I can then go with another solar company. Tesla got the rebates too. I need to figure out if I have legal recourse to get the rebates returned so I can go with another company. I am so sorry I recommended this company. They used to be amazing.

rbalakr | July 9, 2020

I was going to sign with Tesla this week and after seeing these posts, I think, I would rather not. Disappointing.

TeslaTap.com | July 9, 2020

@rbalakr - While I expect a few disgruntled customers no matter the business, often you don't know the whole story. Some are just competitors and FUDsters trying to derail Tesla's success. COVID could also hamper Tesla's operations in some areas. Anyone can make a post, which leaves it wide open to abuse. For myself, Tesla always answered the phone and did what they said they would. The crew that installed my solar roof was first-rate.

My system has been up and running for a few months now. They even sent a tech a few days ago to make a small tweak to the system. One inverter was not communicating to one Powerwall, so the Powerwalls only charged at about 1/2 the max rate. Before and after the change didn't make any effect on the daily operation as the Powerwalls always charged to 100% each day. Now they charge faster if there is more solar power available. Cool that they detected the issue and sent out a tech to fix it without me ever calling them. I would have never known.

ultraman_75287 | July 10, 2020

@TeslaTap.com Thank you for call customer with real issue disgruntled. If your system is down once a year, actual twice in year and a half; and each time, it will take 4-6 weeks to fix. I will wait to see what you will say then!

gregbrew | July 11, 2020

My experiences with Tesla have been exemplary. I've got a string inverter for 5kW of panels.

I purposefully avoided SolarEdge and their micro-inverters because of the much larger number of points of possible failures. It's why I also wouldn't even consider the solar roof, with its hundreds of interconnects.

I know it doesn't help you, but understand that the vast majority of Tesla customers are happy with their installations.

verolenge | July 11, 2020

I just want to get my painful story out there for others to know. We love Tesla products. Indeed we own a car and the solar system. No issues with the car but the solar system has been a constant headache so far. initially power inverted connected the wrong way and using more energy than without solar system. took a month to fix. Now the power wall not charging and system offline. I called customer service multiple times, talk to greg, Dani, James, and supervisor Ali among many others. Everyone tells a different story and kind of get mad because you call for a powerwall not working now for about 10 days. Hope you guys have a better experience but if you don't there is nobody to complain (besides BBB which I did). You are stuck with horrible service and unfriendly customer support.

mikeelu | July 17, 2020

Well not exactly the same issue but it does relate to the lack of customer care. I have a energy agreement and every two years my solar production is evaluated. Well since March 2020 I have been told what my refund is but I have not received my check. I have lost count of the times I called. Customer service is friendly but useless in solving my problem. They say the finance Department is not responding. Well I don’t think my check will but them out of business yet they keep flying space missions. Breach of contract may be time to lawyer up.

TeslaTap.com | July 17, 2020

@mikeelu - Clearly that's not right - although Tesla's forced COVID closedown in March and April may have gotten them backed up. Hopefully, they will catch up and get your check. I assume you know SpaceX and Tesla are separate companies.

martysmith2345 | July 18, 2020

Having problem with my Delta M4 inverter since February 2020. I am told the problem is with the multiple Rapid Shut Down system Now they need several on the roof. I get sun on the roof at 8am but no generation until 9. Clouds shut the inverter down. Multiple calls to “Customer Service” who tells me nothing useful. I open tickets and they close them! What a mess. Anyone else having this same problem?

matt | July 21, 2020

Wait, are you telling me that Tesla offers support?

/sarcasm

deg2mg | July 27, 2020

@martysmith2345 Yes! We are having the exact same issue with our Delta Inverter. We have called Tesla Support numerous times and have been told that a fix is coming. Now they say to give them a month. That it should be fixed by September 2020 but that is what they said before when they told us to wait until July 2020. We are contacting a lawyer and from what I read here, this seems to be class action suit in the making.

rayaallensr | July 28, 2020

TESLA is ALL about cars. Their Solar Panel offerings are a side line, and IMHO Energy buyers/leasers are at the bottom of TESLA support concerns. They are not really interested or inclined to provide acceptable Energy (Solar Panel) support.. Their time lines are totally unacceptable, but again, it is not their main concern. I have a roof leak apparently at the panel Box connection point. ROOF LEAK!!! do you really thhink they will be timely in their inspection/work. NO
And their "charge" is way out of line from the norm. Warrenty? Joke

TeslaTap.com | July 28, 2020

@rayaallensr - Sorry, I've only had excellent support for both my cars and solar roof. The energy group has always been avaialble by phone, usually answering without a wait. I had a minor problem and they came out in a week to fix it. Perhaps some locations are better than others, but all phones go to the Nevada call center. I'm in the Bay area, CA.

schulzemf | July 30, 2020

I have been dealing with the same kind of issues for two years and customer support is zero help. I took over a lease in a home I bought. I was assured the system worked. When I moved in it didn't. It also wasn't set up for monitoring for the two years before I bought the home. So there is no way they could have verified it worked when I asked. It took them 8 months to get me a Gateway so they could monitor my production, which was zero, but since they failed to have a Gateway hooked up there was nothing they could do. Even though my electric bill clearly states how much energy is produced. Over a 30 month stretch my system averaged 200 kwh per month. I am supposed to be guaranteed a little over 1000 kwh per month. Tesla said I was wrong and I am not guaranteed anything. It is clearly stated in my contract. I did finally get in touch with a supervisor from the executive resolutions team and he gave me a false email address. My inverters have broken 3 times now. The response time is about two months for acknowledgement of the issue not the repair. I've spent over 50 hours on the phone with Tesla over the two year period. Customer service refuses to let me speak to a supervisor. The response was, "ain't gonna happen", or they'll call me back, which they don't. The service technicians don't show up for the appointments and they blame my locked gate, which doesn't have a lock. The last time they came out I had an arc fault. It's the same error for the other failures. The service tech hit the reset button and left. It arc faulted back immediately but the guy had already left. He didn't even say he was leaving. The guy spent 10 minutes at my house. I've contacted and filed a complaint with the BBB. I've submitted about 20 trouble tickets on their web site and not one of them was responded to other then an automated email reply. I've tried to reach out to the board of directors through the web site about 10 times. No one acknowledged my emails. The links to reach out to them is there and active but obviously not monitored. I've been dealing with the executive resolutions team for the past year. Which are the guys who are supposed to solve problems, at the "executive level", they aren't any better than the rest of them. It took me 13 months to get a last name from any of them. It is infuriating. It's hard for me to believe this is a legitimate business. How can they get away with this? There's hundreds of people who've had the same experience. I am too researching a class action law suit.

snail3 | July 31, 2020

same boat here, 3 month old Powerwall stopped functioning since the 2nd month, sending support via email, no respond after a week. Called in, tier 1 support confirmed abnormal behavior and said would need tier 2 support to take a look. Two weeks past now and they just keep saying "the case it still pending for tier 2 support team to review, but rest assure your case is put on high priority". How can I speak with a tier 2 support directly?

schulzemf | July 31, 2020

It doesn't matter who you call in any department you just end up at the same people and no one is managing them. I've been trying for two years.
I recently started sending email to:
press@tesla.com
I haven't heard back yet.
A number to the "executive resolutions" is:
725-867-6129
They are supposed to be the ones who solve issues. I've been dealing with them for a year and it hasn't helped.

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