The solar company was incredibly responsive during the sales process. Calls returned within hours. Questions answered immediately. The whole thing felt like excellent customer service. Then the installation was done, the contract was signed, and the responsiveness evaporated. Now you cannot get anyone on the phone. Emails go unanswered. And the system has a problem that needs to be fixed.

Why This Happens

Solar companies are often structured with separate sales, installation, and service teams. The sales team that was so responsive has moved on to the next deal. The service team is understaffed and overwhelmed. And the homeowner is left in the middle, trying to navigate a company that no longer has the same incentive to be helpful.

What You Should Do Right Now

• →Document every contact attempt — date, time, method, and result
• →Send written communications (email or certified mail) to create a paper trail
• →File a complaint with the FTC, CFPB, and your state attorney general
• →Check whether the company is licensed and in good standing with your state contractor board
• →Contact the financing company directly — they have more leverage over the installer

When Non-Responsiveness Becomes a Legal Issue

If your contract includes service obligations — and most do — and the company is not fulfilling them, that may constitute a material breach of contract. A material breach can allow you to terminate the contract and seek damages. Document the breach thoroughly: what service was promised, what requests you made, and what response (or lack of response) you received.