If I could give them zero stars I would. I had nothing but problems with PowerHomes. On the first day of the install, one of the workers drilled a 2-inch hole through my siding into our master bathroom. They advised me they would replace the siding and fix the drywall the next time they came out, which could be up to 2 weeks! Who doesn't want rain inside their home, I asked? I checked my basement to see if I had a piece of siding leftover from when we had our house built. Luckily I did and they replaced the siding that day. As they were cleaning up for the day one of the workers stacked five panels on top of one another. I saw him drop the last one on top of the rest of them. He didn't lay it down gently treating it like it was a $40,000 system, he dropped it like a piece of plywood. The pieces were scratched, I didn't know if they were broken. I approached the foreman and told him of the issue. He apologized and advised me that if any of the panels are broken you can see that on the app after the install is complete and that the panels would be covered under the warranty.
On the second install day, one of their employees fell off our roof, thankfully he was okay and wearing a tag-line! However, he did cause $1,200 worth of damage. I called nearly every day to try and get ahold of someone to schedule a time to have someone fix my deck and gutters. They told me it was going to take at least 2 weeks for someone to call, then 2 more weeks for someone to actually come out. I requested to do the work myself since it was going to take them so long to fix it. They said they would have to ask the "head of customer service". It took 2 weeks to get a response! That was after I called a local manager, yelled at her, and told her that I was writing this review and seeking legal counsel. She did hang up on me, rightfully so. However, come Monday, since they don't work weekends, all of my questions were answered. They said they would reimburse me the $1,200 worth of damage and that the service department would call me to troubleshoot why the panels weren't working. Customer service called later that afternoon. They couldn't figure it out so they gave me the number to Generac's customer service. Generac discovered that there was a chip that wasn't installed or was improperly installed and someone would have to come out to fix it.
Prior to all of this, I waited 2 weeks for the "MASTER INSPECTOR" to come out after the install was complete to make sure the system was properly set up. He never showed up! I received an email congratulating me that the inspection passed. I called and asked about it. They told me the "master inspector" looked at photos from the install crew and approved it and that nobody was coming out. Apparently they missed the most important part. The chip that allows the solar panels and the powercell, which controls the entire system, weren't communicating. The PowerHome technician gave me her direct phone line and told me to call back if I had any issues. When I called the phone number the call could not be completed, even 4 days later she still can't be reached. I had to wait until Monday to call and schedule someone to come out, yet AGAIN! This is the 2nd time someone was scheduled to come out and never did. So now I'm waiting for another week and the issues still aren't resolved.
Due to their lack of concern about fixing the problem, I'm going to have to pay the loan for the solar panels, plus an electric bill that shows I didn't produce any electricity. Customer service was not willing to help push back the first payment of the solar panels so I wouldn't have two big bills to pay. Thanks a lot, PowerHome. Unfortunately, Generac is associated with this terrible company. I'm sure the products are great but PowerHome is a terrible company. I'll be contracting any services needed to a different company so I never have to deal with PowerHome Solar again! I hope I said enough for you NOT to go with PowerHomes.

POWERHOME SOLAR Response • Jun 24, 2020

Mr., we are sorry for inconveniences. We are looking into these concerns to determine the best course of action for your concerns

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Entered into contract with the understanding that they would design and construct a solar panel unit that would pay about 90% of costs.
On July 13,2019 entered into contract with company to design and construct solar panel unit that would cover about 90% of costs. In October 2019 when the panels were installed they only were covering about 2 to 3 % of the energy costs. Have gone back and forth with the company as to the under-performance of the panels. Finally in March they did a remote upgrade and last month the savings were about 30%. We have been in contact with our new Rep, as the old one *** is no longer with the company. His name is Nick Z and he too felt that the system was under-performing and said he would see what they could do to increase the production. Last we heard from Nick in March of 2020 was that we could pay out of pocket for extra panels to increase our production to be more in the range of the 90% they stated their design and system would cover. Nick's email is nz***@powerhome.com and his phone is***. Thank you.

Desired Outcome

That they design and construct the panels to meet the stated production as what was stated at time of the contract signing.

POWERHOME SOLAR Response • May 01, 2020

We reached out to Mr. and left a voicemail to call us so we can address his concerns.

Customer Response • May 06, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
I. Have not been in contact with anyone yet. 5/6/20

Customer Response • May 06, 2020

They need to contact me by email because my phone is not reliable. ***[email protected]. thank you.

POWERHOME SOLAR Response • May 08, 2020

We will reach out to you via email Mr. to address your concerns. Thank you

Customer Response • May 14, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)

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They have made the entire process easy. They have kept me in the loop with every process. This has been a great experience.