Firstly, I live in Texas and have been a customer of Momentum Solar (NJ based company) for a little over a year now. My overall experience with having solar has been great. However, there have been a few hiccups. So with that here's what my experience has been.
PRODUCT: I was supposed to get standard 305W panels from a Chinese based company. Due to product availability I was upgraded to LG Premium 340W panels under the same contract cost. Kudos to Momentum for either finding an equivalent for better panel.
INSTALLATION: The installation went seamlessly. The technicians was very knowledgeable and provided answers to ALL my questions (as I had quite a few). The system was installed, but the interconnect quite a bit of time (couple of weeks). I don't think I could blame Momentum solely for that as I think it was on the electricity provider as well. (System was installed in May 2019 so was very anxious to get up and running for Summer months). One thing I made clear to the sales rep was that I wanted to be able to monitor production as well as consumption. In which his reply was "good thing you're telling me now, because it would be harder to have done after the installation." That being said after everything was complete and turned on I only saw production on my monitoring application. (I'll give more detail about that under First Issue below.
FINANCING & REBATE: Also a fairly seamless process... Paying the interest down for 16 ~ 18 months and then applying the 30% rebate and whatever else I wanted to put down shaved a little more interest off the loan.
FIRST ISSUE: Within a month after installation I noticed that my Enlighten app wasn’t showing consumption which is something I explicitly asked for during my sales consultation. After going back and forth with customer service a few times it was finally agreed that they would rectify the issue. Their tech (Oggy) showed up to install a monitoring device in my Main called Sense. I was skeptical of this device being an add-in monitor, but was willing to give it a chance. To my surprise this device has grown on me as it connects wireless to my network and I’m able to monitor real-time my production and consumption (by appliance). Retails around $300 with solar leads…
SECOND ISSUE: About a year after the installation (June 6, 2020) I happened to be checking my Sense app to find my production at null. Immediately, I called customer service (Saturday) only to be told to call back following Monday. I called back and was told they were looking into my issue and to expect a call up to 72 hours later due to Covid. No worries… I called back following Friday only to be told that they were still looking into my issue and would get back to me in up to a week. Not happy with this, but I understand.. I called back after a week and was again being delayed. Now, I’m really not happy and somehow they called back to tell me someone was coming out. The tech showed up and noticed the fuses blown in the A/C Disconnect (told me seemed to be from Line side). He inspected the rest of the system including all 4 arrays and gave the “All Good”. I was down for a total of 11 days during the sunniest months of the year.
THIRD ISSUE: Less than a month later the same problem occurred… I randomly checked my Sense app seeing production at null. I called customer service again which led to another delayed service call. This time I was told that I might get charged if the problem was found to be related to my own equipment. My response was this is all your equipment that you installed. Finally, the customer service rep said she would check with their techs… Ok, if it’s our stuff then no charge she said… Tech showed up and noticed the fuses blown again… he proceeded to replace the GE A/C Disconnect box with an Eaton brand one. Haven’t had any more fuses blown so most likely substandard A/C Disconnect box used before. I was down for a total of 6 days during the sunniest months of the year.
During the course of 3 months I’ve called and sent 3 emails to (firstname.lastname@example.org) regarding my production loss due to substandard equipment along with great detail from researching my own production. All 3 emails updated each time with additional loss of production and my dissatisfaction were all unanswered
Sept 9, 2020 I just got called back from customer service regarding some compensation for my production loss which their finance is investigating. I also expressed the need to replace 3 of my panels which are operating between 8% ~ 17% lower than the rest of the panels in the same arrays (Information and details that I’ve included in all 3 emails). We will see what happens with this and I will update later.
SUMMARY: Right now I give 3 stars… Product overall is great, Techs great, customer service response time and email management is poor.