Office location: 16 High St. Suite 300, North Andover MA, 01845
02/24/2023
Ward
Mendon, MA
Working with Ace Solar Sales team was excellent. They were informative, doing sessions for my town, and then an excellent presentation for my wife and I. Their sales team was the only one to offer me "large" PV panels to get the most out of my system. The installation team was a pleasure to work with. Very professional, friendly, and punctual. Even the teams that came out after we had our problem were excellent. The problem is when you have a problem. Expect a month to get a response. A minimum. of 2 months between responses, is not odd. Our Batteries were installed after our PV system due to battery shortage, and they failed within months. This was right before summer, the prime reason for getting batteries. You have to monitor your system and notice that the batteries failed, you then have to send emails to Ace, then you start the waiting game. The batteries in my case took the whole summer to get working again, just in time for the summer to be over and missing the first year of having them. And currently since then, still waiting for Ace since Aug 2022 for a resolution.
System size (kW): 13
System price: $54,000
Year installed: 2020
Price include the Federal Tax Credit or incentives: Yes
ACE Residential Solar reply
04/05/2023
Ward, as we have been discussing over the past months, we are equally frustrated with way things have gone with the battery equipment and more specifically, the manufacturer and their response to this issue. It is good to see that in the meantime the solar arrays energy production has performed better than expected.
As you’re aware, we have an upcoming site visit scheduled with a SolarEdge Technician to diagnose this issue further. SolarEdge informed us that the recent firmware updates were successful and the system is working as it should be. We had been efforting for a while to get a SolarEdge rep onsite so that they can check the inverter and battery behavior. We are not seeing any issues on the monitoring portal currently as there are no alerts. If we have to change or verify any battery charging and discharging settings, SolarEdge support are the ONLY party that can complete those steps. We understand your frustration and will continue to be in touch with you as we work with the manufacturer to resolve any confusion.