Serving Residential Solar
Lease & PPA Clients

CUSTOMER SERVICE: (888) 939-4443

Frequently Asked Questions

SunServe FAQ

Who is SunServe?

We are a solar service company that invests in existing residential solar portfolios.

How do I know if SunServe services my solar system?

If you were directed to this website there’s a good chance SunServe services your solar system. If you’re unsure, you can call (888) 309-9779 to find out. Our customer care staff will request information about your system and let you know if it is serviced by SunServe.

I signed an agreement with a different solar company – why am I receiving communications from SunServe?

SunServe has invested in solar projects originally owned by other companies. Your project may have been purchased from your original servicer by SunServe. If you’re unsure, please contact (888) 309-9779 to see if your project is serviced by SunServe.

Why wasn’t I notified my solar system had changed ownership?

We’re working hard to ensure every client receives the most current information regarding their solar project. If there have been any recent changes in ownership regarding your solar project, you should be notified in the near future.

Do the terms of my agreement change now that SunServe owns it?

If SunServe purchased your agreement, the terms of your agreement should remain completely intact, including pricing, warranties, and maintenance. If you need a copy of your agreement you can call (888) 309-9779, or email customerservice@sunservesupport.com. Please have your name and address ready.

Who do I contact to get my system serviced?

If you believe your system requires service or maintenance, please call our customer care department at (888) 309-9779, or email customerresolutions@sunserveresidential.com.

What is solar power?

Solar systems like the one on your home harness the natural and abundant energy from the sun, and efficiently convert it into energy you’re able to use in your home. By receiving a portion of your energy from the solar system, you’re lowering the amount of power you’d otherwise have to buy from the utility.

Lease Buy Out FAQ

Can I buy out my agreement?

You do have the option to purchase or buy out your lease or power purchase agreement at certain points in the contract.

Note: Once you purchase your system, operations and maintenance are no longer covered under your original agreement.

At what points in the contract can I buy my agreement out?

The requirements for system buyouts are set forth in youragreement.  While the terms of yourparticular agreement determine when and how you can purchase your system,eligibility typically begins on the first day of the sixth year of anagreement.   For more information on the buyoutrequirements in your agreement, please contact our customer care departmentat(888) 309-9779, or email customerresolutions@sunserveresidential.com.

I signed an agreement with a different solar company – why am I receiving communications from SunServe?

SunServe has invested in solar projects originally owned by other companies. Your project may have been purchased from your original servicer by SunServe. If you’re unsure, please contact (888) 309-9779, option 1 to see if your project is serviced by SunServe.

How much will it cost to purchase my system?

Each solar system is custom-designed for your home, and unique to your situation. If you’d like a quote, please contact our customer care team at (888) 309-9779, and they will be able to provide you one within a few days.

What are the advantages to purchasing my system?

The advantages to purchasing your solar system are receiving a discount for early payment, and not having to worry about making monthly payments anymore.

What are the disadvantages to purchasing my system?

The disadvantages to purchasing your solar system are that you are no longer covered under the contract for monitoring, operations, or maintenance.

Can I purchase my system before the first day of the sixth year of my agreement?

The requirements for system buyouts are set forth in your agreement. Unfortunately, in most cases we’re unable to allow purchases before the sixth year of your agreement. For more information about your particular contract, please contact ourcustomer care department at(888) 309-9779, or email customerresolutions@sunserveresidential.com.

Rates FAQ

Why does my solar rate increase each year?

Many of our agreements contain “escalators”, which adjust the price you pay for solar incrementally each year. An escalator will be included in the terms of your agreement.

How much can I expect to save with my solar system?

One of the most sought-after benefits of solar power boom in recent years is the potential savings on your utility bills. Because of our pricing model, we’re often able to offer clients rates much lower than their utility company charges for electricity.

Because your solar system was custom-designed for your home and situation, there are many different factors that play into how much money you can save. These include weather, system performance, solar rate, utility rate, and how much electricity you consume. While it’s difficult to determine exact savings, we’re happy to provide calculated estimates for you. Please call (888) 309-9779 or email customerresolutions@sunserveresidential.com for more information.

Why am I still receiving a utility bill after going solar?

The majority of our solar systems are referred to as “Grid-Tied Systems”. This means that while your solar system will provide you a portion of your power, it is still connected to the utility grid.

This works to your advantage because when your solar system produces more energy than is used in the home at any given time, the excess energy goes straight to the utility company as credits.

Similarly, at night when your solar panels aren’t producing power, you draw energy from the utility company just like you did before you had solar. You’re able to do this now because you have what’s called Net Energy Metering – it means you can both use electricity from the grid and deliver electricity to the grid.

Why are my bills higher in the summer? (Only applies to PPAs)

Your solar bill works like this - your system produces energy each month, and you are billed a certain rate for each kWh of power that it produces (your rate can be found in your contract). For example, if in January your system produced 1,000 kWh, and your rate is 28 cents per kWh, your bill that month would be .28 X 1,000 = $280.00.

Most systems produce generally less energy in the winter than in the summer, even in more temperate regions like California. There’s still a shift in the angle of the sun and the length of days. This means that your solar energy bill will fluctuate throughout the year depending on how much energy your system produces in a given month.

During the summer, we expect systems to produce more each month than they do other times of the year. Using the prior example, if the same system produced 2,000 kWh during one of the summer months, the bill would be 2,000 X .28 = $560.00.

Since your solar bill is directly based on how much energy your system produces each month, during the summer months we expect your solar bill to be higher because your system should be producing more.

An important distinction between how you’re billed for your solar and how you’re billed for your utility is that for the solar you’re not billed based on how much you use; you’re billed based on how much the system produces. This is different than your utility bill, as it’s not dependent on how much energy you’re using, it’s based on how much the system is producing.

Because your solar energy rates are typically lower than your local utility rates, you should be paying less for each kWh of power you receive from the solar system compared to what you’d otherwise pay the utility company for that power. For this reason, the solar system at your home producing more energy in the summer, and your solar bill being higher in the summer, is actually a good thing, as at this point you’re receiving more energy at the discounted rate than during the winter.

Doesn’t being billed based on how much the solar system produces put me at risk of paying for more energy than I’m using in the home?

No, because of the way the solar system was designed at your home you shouldn’t be at risk of producing more than you’re using. The easiest way to tell if you’re producing more than you’re using is if you still have a utility bill for energy supply to pay each month. If you are paying your utility company for power each month, this means you’re not producing more than you’re using.

Even if your system does produce more than you use in a given month, that excess power should be stored as credits with your local utility company, and with most utilities they roll that excess power over so that it can be used in another month where your solar production didn’t cover your entire usage. This is commonly found when people’s systems produce a lot during summer months but not as much during the winter; this enables them to have solar energy credits from the summer that can be used during winter months when their system isn’t producing as much. It’s important to note that you’ll only have these credits if your system produces more than you use in a given month; if you’re using all the energy from the solar system each month, then you will not have credits rolling over to be used during other months.

We rarely see circumstances where a client is regularly producing more energy than they use in the home. This is because each system was specifically custom-designed for your home and past energy usage. Based on these as well as other factors, the original engineers conservatively designed most systems to account for anywhere from 70-90% of someone’s prior usage, leaving a margin for changes in the home, and ensuring that they weren’t designing systems too large, and putting clients at risk of producing more than they’re using. Again, the easiest way to tell if the system at your home is producing more energy than you’re using is to see if you had to pay a utility bill in any given month; if so, you’re using more energy than your system is producing, indicating you’re not at risk of paying for electricity you’re not using.