Corporate Office Toll-Free 800.496.3074 x102 Fresno 559.282.5004 Bakersfield Office 661.320.4366

Service and Support

Contact:

Adam Whitener Customer Liaison 559-721-5700
Email: adamw@qualityhomeservices.com

FAQ

  • CONGRATULATIONS ON YOUR CHOICE TO INSTALL A NEW SUNPOWER SOLAR SYSTEM!

    The process from signing up for solar to turning on your system usually ranges from 8 to 10 weeks. You will be receiving updates every few weeks to keep you updated.
    Here are the Installation Milestones for reference of the updates you will receive from us.

  • SYSTEM INSTALLATION – NEXT STEPS

    Once your system is installed your local building department has to inspect and approve the install.
    Next, we submit your final permit and application paperwork to the utility company requesting Permission To Operate (PTO)
    After PTO is submitted, you will receive acknowledgement emails from the utility company and others requesting an electronic signature.

  • WHEN CAN I TURN ON MY SYSTEM?

    After installation, the utility company reviews all the documents and the entire application. Within 30 days we both receive an email issuing permission to energize the system. We will reach out and walk you through the startup procedure.

  • HOW DO I MONITOR MY SYSTEM?

    Setting up monitoring is easy and allows you to view your system online via desktop or mobile device.
    View the Monitoring Walkthrough information to see the procedure.
    Once you get Permission to Operate we will send you an email that will include the serial number you will need to complete the setup process.
    Once you complete the online setup you can download the Sunpower Monitoring App on your smart phone or other mobile device and use the same login information that you created online.

  • HOW DO I UNDERSTAND THE MONITORING SITE?

    Refer to this Guide to Monitoring, it will explain all you need to know about monitoring.

  • HOW DO I READ MY UTILITY COMPANY BILL?

    If you are a PG&E customer Click Here
    If you are a SCE customer Click Here
    True up Statement - It’s important to note at the annual anniversary of the start of your participation in the Net Energy Metering (NEM) Program or “Annual True Up”, customers are responsible for any reconciled NEM charges that are due. If you generated more energy than you used over the True Up period, your annual True Up Bill from the utility company will explain your Net Surplus Compensation based on the net energy your solar system generated in comparison to how much energy you consumed each month throughout the year. Your annual True Up bill will show the associated charge or credit based on the data tracked each month of how much energy your system produced and net energy use including time periods where the energy rates fluctuate, known as Time of Use (TOU) if you are on a TOU rate schedule. If you used more energy than your system produced, there will be charges due. If you experience a situation where your consumption was less than what your system produced, you will receive a credit. View a Sample “True Up Bill” Sunpower Incorporated has a dedicated team that is ready to help you understand your True Up bill. You can contact them at 1-800-786-7693 (1-800-SUNPOWER), and request a tier 2 service call back

  • HOW TO RECEIVE THE TAX INCENTIVE WHEN FILING TAXES.

    You will need your Sunpower contract as well as a filled-out form 5696 from the IRS.

  • RECEIPT OF PROMOTIONAL ITEMS.

    Any promotional items that were included in your sale will be delivered by your sales representative 30 to 45 business days after your system has been turned on.

  • I REFERRED A FRIEND AND THEIR SOLAR IS INSTALLED. WHEN WILL I BE GETTING MY REFERRAL CHECK?

    Referral payments are usually processed 30 to 45 business days after the referred customer's system has been turned on.

  • MY PANELS LOOK DIRTY AND I HAVE NOTICED A DROP IN PRODUCTION. SHOULD I CLEAN THE PANELS?

    Your solar panels do not generally require cleaning to meet your system’s annual energy expectations. When your SunPower Partner designed your system, they took into account the typical soil accumulation for your area. If excessive soiling occurs, or if you would like to try improving annual system output beyond what is typically expected, you can clean your panels by spraying them from the ground with a standard garden hose. Only spray the panels early in the morning or late in the evening when the sun is very low on the horizon or not directly visible at all. Avoid spraying the panels when the sun is at its peak and allow the panels to cool before spraying them. Spraying cold water on a hot panel could result in panel damage, voiding the product warranty and violating the terms of your lease agreement. To maximize the energy improvement from cleaning, try performing it during the summer months and in between natural rainfall cycles. Do not use abrasive cleaners or anything that could scratch the surface of the panels. It’s not necessary to go onto your roof for panel cleaning or inspection and we strongly recommend you not do so.


Useful Links:

Sunpower https://us.sunpower.com/
Sunpower Monitoring https://monitor.us.sunpower.com/#/login
Solaredge Monitoring https://monitoring.solaredge.com/solaredge-web/p/home
Finance: Cal First www.calfirst.com Mosaic https://joinmosaic.com/