Solar contract cases: an intake checklist for consumer protection firms

Why solar files look different at intake

A single residential solar deal can involve several companies: the sales company whose rep was in the home, the installer that put panels on the roof, and a lender, lessor or power purchase provider that holds the paperwork. Sometimes the sales company or installer has since closed. The homeowner often does not know which company is which.

The paperwork is also long and usually signed on a tablet. Many homeowners say they never received a full copy. Expect to spend the first call sorting out parties and documents before anyone can evaluate a claim.

What homeowners usually say first

Most first calls fall into a few patterns. Writing down which one you are hearing helps route the file.

• Savings that never showed up: the electric bill stayed the same or went up
• Financing they did not understand: a rate, fee or payment change they say was never explained
• A tax credit that was promised as a sure thing
• A system that is not producing, or never received permission to operate from the utility
• A cancellation request that was refused or ignored
• Roof damage or leaks after the install

Patterns regulators have named

Regulators have described the same complaints intake teams hear. The Consumer Financial Protection Bureau's August 2024 Solar Financing Market Issue Spotlight named four risks in solar lending: hidden markups and fees, misleading statements about the federal tax credit, misrepresentations about so called voluntary prepayments, and misrepresented financial benefits. It noted dealer fees that can raise the loan principal 30 percent or more above the cash price.

Enforcement has followed similar lines. In 2023 the United States and the State of Arizona sued a solar seller and its telemarketer, alleging unsupported claims of 20 to 50 percent bill savings and that the solar payment would replace the utility bill. In 2024 the Minnesota Attorney General sued several solar lenders, alleging hidden upfront fees of roughly 15 to 30 percent. These were allegations, but they show which facts matter.

Identify every party

Ask for the name on the contract, the name on the loan or lease, the name on the monthly bill, and the name on any monitoring app or warranty card. Note who the rep said they worked for and any company named in texts or emails.

Ask whether the homeowner signed one agreement or several, whether a lender called them to confirm the loan, and who they pay each month today. Those answers usually separate the seller, the installer and the finance company.

Documents to request

Ask for whatever the homeowner has, even if it seems incomplete. Missing documents are information too.

• Every page of the sales or installation agreement, with dates and signature pages
• The loan, lease or power purchase agreement, and any disclosures that came with it
• Any notice of cancellation or right to cancel form they were given
• The proposal or savings estimate shown in the home, including screenshots or photos
• Electric bills from before and after the install
• The utility's permission to operate letter, if there is one
• Payment history and the current monthly statement
• Texts, emails and voicemails with the rep or the company

Dates to capture on the first call

Write down the date of the sales visit, the signing date, the date of any cancellation request and how it was made, the install date, and the date the system was turned on. Many consumer rights run on short clocks that start at signing, and limitation periods vary by claim and by state, so the dates are often what counsel needs first.

If the homeowner says they asked to cancel, ask how: phone, text, email or letter, and whether they kept a copy. That detail matters more than most homeowners expect.

Questions that save time later

• Who was present at the sale, and did anyone else sign?
• How long was the visit, and was anything signed on a tablet or phone?
• Was a language other than English used during the sale, and were the documents in that language?
• Has the homeowner received any collection notices or a lien notice?
• Has the homeowner talked to another firm or filed a complaint with a state agency?

Where Telgrow fits

We talk with homeowners every week whose solar contract went wrong. Homeowners who ask to speak with a lawyer are told participating firms pay to advertise, then connected with a participating firm licensed in their state. Contract and loan documents come along when the homeowner has them, and contact details and state are confirmed before you get the lead.

Telgrow is not a law firm. We do not evaluate claims or recommend a firm to homeowners. Firms pay for advertising only, and we take no part of their fees.

Questions