Experiencing an issue with your Palmetto solar system? We're here to help! This FAQ provides quick answers to common questions about system service, damage, and what to do in various scenarios.
Important: System coverage through Palmetto is only available for customers enrolled in a Palmetto Energy Plan (lease/PPA). If you purchased your system outright or through a loan, you own the system and are responsible for any repair or damage costs.
Q: My Palmetto system appears damaged. Who should I contact?
A: If your Palmetto system has sustained damage, please reach out to us promptly so we can assess the situation and provide support. You can easily request service online.
For immediate assistance, we also offer several convenient contact options:
Live Chat: Connect with a representative by clicking the icon in the bottom right
Phone: Call us directly at (855) 339-1831.
Email: Send us a detailed message at [email protected].
Our team will work with you to troubleshoot the issue and, if necessary, coordinate a service visit to get your system back up and running smoothly.
Q: How will I know if my Palmetto system is damaged or not performing optimally?
A: We've got you covered! Palmetto actively monitors your Palmetto system for any hardware issues or production losses, ensuring everything operates as it should.
For your peace of mind, you can also proactively monitor your system's performance using the Palmetto app. The app provides real-time insights and will notify you of any hardware alerts, keeping you fully informed.
Important: If you observe any physical damage to your solar system, please notify us immediately. If it's safe to do so, capture pictures of the damaged area.
Q: If the electrical grid goes down, will my Palmetto system continue to provide power?
A: For solar systems without a backup battery, power will not be supplied during a grid outage. Your Palmetto system is designed to work in conjunction with the grid for safety and regulatory reasons.
Q: Who is responsible for the cost of servicing and repairing damages caused to my system?
A: We understand that unexpected events can occur. Responsibility depends on how your system was purchased:
Palmetto Energy Plan (Lease):
Palmetto covers the cost of parts and labor for qualifying damage, including certain severe weather events or natural disasters.Cash or Loan Purchase (System Ownership):
You are responsible for repair and damage costs. We can still help coordinate service, but the cost will be out of pocket.
Q: My roof was damaged during a storm, and my solar panels are in the way. How do I get my roof repaired?
A: We're equipped to safely remove and reinstall your Palmetto solar system, allowing for necessary repairs to the underlying roof structure.
Important:
Removal/reinstallation and roof repair costs are not covered by Palmetto, regardless of plan type.
Damage to your roof caused by severe weather or natural disasters is also not covered.
Q: If I lose power due to a severe weather event, will I receive compensation for this downtime through my performance guarantee?
A: No. Performance guarantees apply under normal operating conditions. Outages or production losses caused by severe weather or natural disasters are not eligible for compensation.