SOLARCITY 2016:
My 2016 experience with SolarCity was incredibly good - easy to contact them, and they were very quick to come onsite and get the project planning underway. Unlike many solar panel sellers, the SolarCity seller I worked with before signing the contract was both very informative and low-pressure. The direct contact 'concierge' I was assigned upon signature picked up every time I called, and was able to work thru every detail seamlessly. In my case, I wanted to re-do the underlayment under my tile roof to ensure the roof would be good for the anticipated lifespan of the solar panels, and the concierge coordinated with the roofing company I had do the work (under separate contract, of course) so that it was seamless to me. When a glitch occurred, we were able to quickly amend the contract in way good for both parties. Main panel upgrade included in the contract so I could pay to have that done at the same time (it needed done). The electricians and installers who came out were very helpful and friendly, and for a year or so after the install I'd periodically ping them w/ random questions. When Tesla installed my two Wall Connectors in late 2017, it was great seeing one of the original SolarCity electricians back to do that work.
TESLA SOLAR 2023:
My sister's 2023 Tesla solar experience has been far less stellar.
First, I do want to be clear, when everything is going exactly according to standard plan, the 2023 Tesla solar experience is pretty nice, but as soon as a bump appears things fall apart quickly. It starts out great - put in an address and typical electric bill, etc, and see a computer-generated system (based on satellite imagery) right away, with a few options to choose, and place your order! Very nice!
...Except satellite photos are old, and in her case she was getting her entire roof replaced. Getting in touch with Tesla via the chat option led to far too much asynchronous attempts to convey the differences between what that satellite photo showed and actual roof obstructions, eventually leading to emailing updated pictures to the generic
[email protected] email. Setting up scheduled phone calls worked a bit better, but often it seemed as though it wasn't until 30 minutes prior to the call that all the chat messages would eventually be read.
Roof taken care of, but then some additional electrical work needed done prior to solar, and the entire solar project went on hold while she found a separate electrician and had it permitted / work done / inspected. Tesla kept pinging to see if the order could be canceled instead of kept on hold, and finally she relented and let them cancel it...roughly a week or so before the final inspection of the other work was completed. Tesla refunded the original $250 deposit, but was unable to simply reactivate the order, so they had her place a new order. Again, satellite imagery was out of date, and they could not access the plans or uploaded pictures of the roof from the prior order, so rinse and repeat the prior order frustration. Interestingly, Tesla's new design, even after sending in the pictures again, did not have panels on one side of the west dormir, even though there were panels on both sides of the dormir on the opposite side of the house. No amount of back-and-forth would resolve that; many weeks go by sending text messages and using the chat feature, and sometimes scheduling calls, but you cannot speak to someone on the design team, just the 'customer facing' rep who is not an electrician and doesn't seem to be empowered to do anything other than pass messages back and forth.
When a site inspector finally arrived on-site (approx 4 months after this saga began), he uses a drone to confirm the roof shape / dimensions, and assures that Tesla will almost certainly be able to do the panel upgrade at the same time (prior work load calc showed the house already at limit electrically and physically). However, weeks later and many periodic inquiries later, the electrical design team has somehow determined that a panel upgrade is not required (???) and passes on the message that the design team will NOT under any circumstances do any electrical panel upgrades unless the design team has determined that it is needed. Doesn't matter what the client is willing to pay...doesn't matter that the prior load calc submitted / reviewed by the city as part of the prior permit shows the ~60-year-old meter / panel cannot support solar without a panel ugprade...they simply will not do it. The Tesla site inspector who had come out even said Tesla might potentially get back into Wall Connector installations...but since then, I've heard (so far uncooberated) that Tesla is actually reducing their solar installation workforce in favor of onboarding more 3rd party electricians and installers. Tesla's current refusal to do the panel upgrade lends credence to the latter, unfortunately.
Two notes:
1. Why go thru all this effort? Several reasons: I know many people with solar, and without exception those who have solar from SolarCity and/or Tesla have all been very satisfied with the end result, and without exception those who have gotten solar from others have been very disappointed with the result (typically under-production, less-than-great electrical workmanship, very high pressure salespeople, etc). And, as a many, many, many time Tesla repeat customer, I want to believe. But at this point I am also somewhat considering how this turns out for her to be part of my investment research.
2. Why not solar roof? For myself - I really, really wanted Solar Roof - it had just been unveiled and looked amazing. However, I predicted it would take an unacceptable amount of time for me to actually be able to get Solar Roof, so I moved forward with solar panels. Given the many years which passed after my panels were installed before the first Solar Roof installation in my metro area occurred, and given the slow pace since then, it was clearly the right call for me. For my sister, the Solar Roof quote in 2023 was over 2.5 times the cost of a complete new roof + the maximum solar panels possible. Given all the circumstances, Solar Roof priced itself out, as the added value for her particular house could not even come close to justifying the 2.5x cost.