Let's make it real. Prepare for your solar installation.

Question 1

How can I see what's happening with my project?

Answer

You should receive regular text and email updates as we move your project forward. All messages are sent to the email and phone number listed on your account. If you aren't receiving messages, please:

Check your phone and email filters. Messages may be filtered to a separate folder or location.
Connect with our Customer Experience Team to confirm and/or update your contact information.

You can also log in to your Palmetto Account dashboard to track the status of your order and get more information about what's happening at each step of the process. To connect with our Customer Experience Team, tap Support in your Palmetto Account also email help@palmetto.com or call 855-339-1831. Haven't yet opened your account? See instructions in FAQ "How do I access my Palmetto account?" below.

Question 2

How do I access my Palmetto account?

Answer

As a new customer, you should receive a welcome email with instructions on how to activate your account. If you have not received that email at the address you provided, please visit home.palmetto.com and click ‘Don’t remember your password?’ to request a new invitation. If you are still having trouble, please contact our Customer Experience Team at 855-339-1831 or help@palmetto.com.

Question 3

What are the features of my Palmetto solar account?

Answer

Your Palmetto account is your personal solar dashboard! Easily upload and confirm documents, connect with Support, and track the status of your order. Once your solar energy system has been activated, your account dashboard will offer a detailed view of your solar energy production—available by day, week, or month. You can also request service, send referrals, and manage your account.

Question 4

Where can I find my design?

Answer

Once you’ve uploaded your utility bill and completed your virtual site survey, Palmetto’s solar design and engineering team will initiate your final design. Your solar design is configured to optimize panel performance and long-term savings based on the information you provided, and will outline system size, panel placement, and estimated energy offset. In some cases, you may be prompted to review the panel placement before we finalize your contract. If you'd like to request a copy for your records, please email the Palmetto Customer Experience Team at help@palmetto.com.

Question 5

How does the utility approval or "interconnection" process work?

Answer

Because your home will remain connected to the electrical grid, we require approval from your utility company or electricity provider before we can proceed with the installation. To initiate this process (also known as "interconnection"), Palmetto will submit an application on your behalf that outlines your energy usage, roof specifications, and the engineering design of your solar energy system. We'll then work with your utility company to finalize the approval. Some jurisdictions require the homeowner to be involved at select points in the process. If this is true in your area, our interconnection team will reach out with more information to guide you through the process.

Question 6

Why are permits required?

Answer

Solar permitting ensures that your home’s solar array meets the structural and electrical requirements in your area, and is a necessary step when going solar. Palmetto will work on your behalf to define the requirements in your area and secure all necessary permits and approvals. To initiate the process, Palmetto will submit application materials to your local building authority or "Authority Having Jurisdiction" (AHJ). While application requirements will vary by location, they typically contain information about the electrical and structural design of the system as certified and sealed by a professional engineer. Permit approvals must be secured prior to installation.

Question 7

What type of solar panels and inverters do you use?

Answer

We work exclusively with the top solar panel, inverter, and storage manufacturers in the industry and specify components based on your project and location. While equipment offerings will vary by location and availability, we maintain selective product and performance standards to ensure that every solar energy solution promises peak performance, efficiency, and reliability. For solar panels, we select premium solar panels in solid black with an efficiency rating greater than 19.8%. In most U.S. markets, our standard panel size or power rating is 395-405 watts. Manufacturers must offer, at minimum, a 12-year product warranty and a 25-year linear performance guarantee (though some product warranties extend to 25 years). We select high-efficiency inverters with optimized module performance technology and will specify components—including inverter brand and panel size—in your Home Improvement Contract.

Question 8

Does my solar array come with a warranty?

Answer

All solar panels installed by Palmetto must meet our minimum manufacturer warranty standards: a 12-year product warranty and a 25-year linear performance guarantee. Your investment also includes three years of Palmetto Protect Essentials coverage including proactive monitoring, system reports, and ongoing service and support. Customers seeking additional coverage can opt into a Palmetto Protect Standard or Premium plan with benefits such as an annual on-site inspection, detailed health reports, exclusive service discounts, and clean energy home consultation.

Question 9

What should I expect on installation day?

Answer

Most installations can be completed in 1-2 days, depending on the size and scope of the installation. The installation team will typically arrive between 7:00 and 11:00 am, greet you on arrival, and walk you through the installation process. You (or someone 18 or older) will need to be home for the full installation. Visit our Support Center to learn more about how to prepare for installation day and solar installation equipment and process.

Question 10

How do solar tax incentives and rebates work?

Answer

The Residential Clean Energy Credit can be applied toward solar panels, solar batteries, and in-home vehicle chargers, and allows you to deduct a percentage of your solar system and installation costs from your total tax liability for the year of purchase. If your credit is higher than your total tax liability for the year of purchase, the difference can be rolled over to subsequent years. To learn more about the tax credit, visit Everything You Need To Know About The Solar Tax Credit. On top of the Residential Clean Energy Credit, many states, municipalities, and electric utilities offer credits, incentives, and rebates. These vary by location but our solar energy specialists are familiar with the offerings in your area and can help you optimize your returns.

Question 11

How does the Solar Tax Credit work with my loan?

Answer

If you’re eligible for the Solar Tax Credit and apply the full value of your savings toward your solar loan within the first 18 months, your monthly payment will remain fixed for the life of the loan. If you choose not to apply your savings toward your solar loan, your monthly payment will increase in month 19 to reflect the full principal of the loan. Please contact your lender to discuss any prepayment, downpayment, or re-amortization options.

Question 12

Why might my loan payment change in month 19?

Answer

Your monthly loan payment amount in months 1-18 is based on the assumption that you are eligible for the full Residential Clean Energy Credit and apply the full value of the tax credit (equal to approximately 30% of your total loan amount) toward your loan in the first 18 months of payments, resulting in a fixed monthly payment for the remainder of the life of the loan. This means in months 1-18, you can also apply any credit from state and local incentives or any surplus cash you have on hand to further reduce your monthly loan payment. Making such prepayments is optional. At month 19 your loan will automatically be re-amortized and your monthly loan payment will be adjusted based on the remaining principal at that time. If you pay more than approximately 30% of your total loan amount, your monthly payments will be adjusted to a lower amount. In order to avoid an increase in your monthly payment, you must make one or more voluntary prepayments equal to approximately 30% of your total loan amount within 18 months following your loan start date. Please contact your lender to discuss any prepayment, downpayment, or re-amortization options.

Question 13

What is the payment schedule for cash purchases?

Answer

All cash purchases include a 2.9% dealer fee and follow a three-part payment schedule as outlined below. Payments can be made via electronic funds transfer or credit card. Phone payments are not accepted.

Payment 1 - In select states (including California, Nevada, and Ohio), a deposit is required when you sign your contract. The remaining balance is then split across Payments 2 and 3 below. In all other states, Payment 1 is due 0-5 days after your contract has been approved and must be paid to initiate the permitting and approval process.
Payment 2 is due once all pre-installation permits and approvals have been received and must be paid prior to installation.
Payment 3 is due when your system is activated.

In all states that DO NOT require a deposit, the payments are as follows.

Payment 1: 30%
Payment 2: 60%
Payment 3: 10%

In states that DO require a deposit, the payments are as follows.

Payment 1: $1,000 in CA and NV, 10% in OH
Payment 2: 60% in CA and NV, 80% in OH
Payment 3: 40% in CA and NV, 10% in OH

There may be additional payments if site improvements are required. *This content is for educational purposes only. Palmetto does not provide tax, legal, or accounting advice. Please consult your own tax, legal, and accounting advisors.