Office location: 501 S. Cherry St Suite 1100 #56, Denver CO, 80246
09/12/2021
Jake
I signed up with Solar Side Up (SSU) in March after being assured the system would be turned on for the costly summer months. Despite some weeks-long radio silence after I signed the contract and a few small delays, the system was installed two months later at the end of May. Unfortunately, SSU then botched the handoff to Xcel leading to a further 2.5 month delay with my system offline until early August. This delay resulted in me covering 100% of June and July's electricity bills (~$350) and was in no way my fault. Understanding that this was probably a relatively common occurrence and the amount requested was less than 2% of the amount I paid, I assumed SSU would happily compensate me for the missed timelines to make things right. Unfortunately, SSU accepted none of the responsibility and told me simply that this kind of thing "can happen." If you want a company that values their customers, look elsewhere.
Jake reply
09/18/2021
Jake: When we can, let's talk. I see that you are frustrated. We can resolve this issue and let people know the good, bad, and ugly about the interconnection agreement process with Xcel Energy that all solar companies and solar customers go through. As discussed, we submitted the Xcel Energy forms and payment appropriately and timely as we do with all our Xcel Interconnection applications. Xcel Energy can and does frequently change the submission requirements; often, the outdated software doesn't handle the latest needs, and the way they have required payment has changed over the years. We keep a paper trail record of all interactions with Xcel Energy. And, there is an excellent reason why. We have a perfect account of what was submitted and when which demonstrates that we followed the strict standards and submission policies for Xcel Energy. Unfortunately, every application we offer is subjected to its process, software and bureaucracy. In all fairness, there should be exact standards for adding small generation power onto a shared utility grid. Xcel Energy is granting permission to operate on their utility grid. It is a very specified and grueling submission process that requires almost perfection from the applicant. It is an application process an ordinary customer can not get through. It requires licensing, certifications, and it requires a master electrician with solar experience to prepare the documentation for their technical Interconnection review. We get through this process and explain to homeowners that Xcel Energy is the long pole of our 60 to 90 day start to finish the process. It can be 120 days with Xcel Energy. Right now, Xcel Energy, the largest utility by far in Colorado, is receiving more applications than they can process with new state requirements to implement within that 60 to 90 window, and it happens that customers are delayed or pushed out. The best any solar company can do is inform the customer that this is the process for better or worse, and we do our best to get through it. Our message for new customers is to know that during this COVID-19 pandemic, everything is taking longer and is becoming more time-intensive and more expensive. Be patient. ~Michael