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Background: Support Agents may encounter inquiries from homeowners regarding high utility bills savings-related concerns or thinking their system “Is not working”

This document serves as a guide for effectively troubleshooting these inquiries. It outlines the primary reasons behind savings-related questions and assists agents in navigating the troubleshooting process. Additionally, it emphasizes the importance of utilizing all available resources to provide homeowners with clear explanations about solar production and consumption

It is essential for Front-Line Agents to assist customers by first identifying potential root causes before offering a response or resolution to the homeowner's concern. 

  • Once the cause is determined, inquiries should be addressed according to the following Check-List Procedure. 

Please remember that when we receive customer inquiries about high utility bills, savings concerns, or someone thinking their system “is not working” it’s essential to understand the situation by considering both the customer’s information and our system data. 

  • Identifying common triggers and knowing how to use the available tools and resources are vital for effectively assisting customers. 

 UNDERSTANDING COMMON CAUSES:

Understanding Common Triggers:

Inquiries related to solar savings typically arise from a few common triggers. By recognizing these triggers, agents can more accurately identify the issues and communicate solutions to homeowners. 

The following information is intended as guidance for identifying common triggers. It should NOT be used as a script to read to homeowners. 

  • Instead, use it to understand the triggers before following the checklist procedure (which will help you explain the process to assist the customer more effectively) 

Topic

Description

Utility Bill/Utility Costs

Homeowners may not understand why they are still receiving utility bills despite having solar

  • Solar Systems can reduce electricity bills, but they do not eliminate them completely, especially if the household consumption exceeds what the system is producing. For instance, during peak hours, if a family uses a lot of electricity this increases usage from the grid which results in higher bills. Even if the customer consumes no electricity from the utility, they will often still receive a small utility bill with base customer charges. 

Shading and Landscaping changes

System production was estimated based on the shading calculated at the time the system was designed

  • Trees and other landscaping may have grown taller, thicker, which is producing more shading - affecting the system’s production. Regularly assess the shading on the system, at different times of the day, and during different seasons to see if that could be affecting the system's production. 

Consumption Habits Change

Increased energy usage after getting solar

  • Some people consume more energy after installing solar panels. This is known as the solar rebound effect, which describes the increase in energy consumption relative to the amount of energy generated by the solar panels. 

Change in Energy Needs

Changes in household energy consumption, such as adding new appliances or more people in the home during certain periods  

  • Energy usage could significantly increase due to additional appliances or more people in home, such as during summer months when kids are home and using more electricity 

Timing of Energy Use

Using energy during peak utility rate times or when the sun is not shining

  • Using energy-intensive appliances like washing machines and dishwashers during the night or peak rate periods can affect your utility bill. Running these appliances during the day (when the solar system is producing energy) could increase savings 

Seasonal Fluctuations

Seasonal weather variations affecting solar production and savings

  • Seasonal changes can influence solar production. For instance, during rainy or cloudy months the solar system will produce less energy, leading to higher utility bills. Similarly, Hot summer days can increase the energy demand, especially for cooling 

Net Metering Billing Structures

Lack of understanding of the credits received for the excess electricity sent to the grid

  • (If Applicable) Net metering allows the homeowner to earn credit for the excess energy the system sends back to the grid. However, in some areas these credits are reconciled annually. This means that we might not see immediate savings but will benefit over the year 

Certain Virtual Power Plant (VPP) Events - Based on your battery configuration and usage

Using more Power from the grid during VPP events if the battery does not recharge adequately

  • During VPP events, batteries may drain more quickly, leading to increased energy use from the grid, rather than the battery during peak hours. While this can temporarily raise bills, participating in a VPP program allows customers to earn credits that will more than offset these added utility costs. 

Equipment Installation on the Wrong Meter

Discrepancies in Energy usage and savings if the system is connected to the wrong meter 

  • If the solar system is connected to the incorrect meter, this may explain discrepancies in the utility bills. In such cases, Support can arrange for a technician to assess and resolve the issue. 

CT (Current Transformer) Installation Issues

Missing or Incorrectly installed CT clamps can result in inaccurate energy usage data

  • System’s monitoring data could seem inconsistent due to a missing or incorrectly installed CT clamp, which can reflect accurate energy tracking 

If you understand the Introductory Guidance, Proceed with the Checklist procedure below:

Checklist Procedure:

Step

Action

1

  • Customer contacts Support regarding a savings-related issue

Once Authenticated listen carefully to the Homeowner’s concern and take notes

2

  • After properly authenticating and understanding the homeowner's concern, let the customer know that you are happy to assist with this matter

Ask the customer for permission to place them on hold while you verify their system and account information.

Agents must complete the entire checklist before reaching out to the customer again, except for brief updates every 2 minutes about the research.

3

  • Is there an open case related to the homeowner’s concern? 

  • IF YES:

    • Review the updated information carefully.

    • Inform the customer about the latest update.

    • If the customer is satisfied with the update, no further action is needed.

    • If the customer is not satisfied:

      • Tag the case owner in the case “Feed.”

      • Ask the case owner to contact the customer for additional details.

      • Let the customer know that an internal request has been submitted and they should be expecting a call back from the case owner during the next 24-48 hours

  • IF NOT:

4

  • Is the Job M3 Approved?

IF YES:

IF NOT:

  • Let the customer know that once their system is activated, they will start enjoying the benefits of solar. Also, it's important to consider seasonal changes, climate variations, and energy usage fluctuations throughout the year, as these factors will give a more accurate comparison based on a full year of data from the utility company. However, they may start seeing savings before that full year if the energy consumption is lower than what their system produces, if so; they should notice savings in the coming months 

5

IF YES:

IF NOT:

  • This may be the reason why the customer has a high utility bill

IF PPA:

  • Refer the customer with our Service Department (Omnidian)

  • Provide our Service Department’s information and warm transfer to them (If it is a phone call)

  • Provide our Service Departments Information (If it is a Chat or Email)

NOTE:

  • Omnidian will facilitate communication between the homeowner and the installer.

  • If the customer states that they have already spoken with Omnidian, or Omnidian transfers them to us, we must (As part of the O&M process) create a SalesForce case with the O&M team to troubleshoot further

IF RIC:

  • Refer the customer to their contract package for details about their manufacturer and Installer waranties for Maintenance

    • However: You can still help the customer by educating them with additional Production/Cost Savings-related information (Go to Step 6)

6

  • Does the customer have a battery?

IF YES:

IS THE PROFILE CORRECT?

  • If YES: Go to Step 7

  • If NOT: Is the customer’s profile programmed differently because they are in a VPP?

    • YES: Take note that the customer is taking part in a VPP program. Starting a few months after the program concludes they will receive a credit on their Everbright bill for participating. Then go to Step 7

    • NO: Escalate to a Resolution Lead to update their battery profile by following the Escalation SOP

      • Go back with the customer and let them know that we will create an internal case to help them setting up the currect battery profile and address the high utility bill concern too (Ask the customer to please send us the supporting Utility Bill Document at (support@myeverbright.com)

IF NOT:

7

  • Is the customer in California?

IF YES:

  • Ask the Customer if they are on NEM 3.0?

    • (This information will be in their utility bill)

  • NO or Customer Unsure: Go to Step 8

  • YES: Customer may not have been informed how the tariff or their Net Meter works

    • Provide the following explanation to the customer:

      • Instead of a 1 to 1 ratio of receiving the rate they pay for the energy they export, it is a variable and different hour by hour and day by day. 

      • If the customer only has solar, they may be exporting more energy than they can use, and then paying more during their time of use window. 

      • We Understand that is frustrating, we recommend having a battery to store energy to use in that time of use window 

IF NOT:

Go to Step 8

8

  • Has it been a full year of them using solar power?

IF YES:

  • Explain to the customer that we will require some help to fully understand their situation. 

  • Request copies of utility bills for the entire year (or as many as are available) so we can perform a savings analysis. 

    • Email them to (Support@myeverbright.com). 

    • Let them know that we will give them a call back once we complete the analysis. 

  • Elevate to a Resolution Lead by following the “Escalation SOP”

  • Stop

IF NOT:

  • Use the following talking points to guide the homeowner: 

 TALKING POINTS

  • The system is functioning as expected; However, it is too early to fully evaluate your savings. We typically recommend waiting at least 12 month before conducting a thorough savings analysis. This timeframe allows us to account for seasonal variations, Changes in climate, and fluctuations in energy usage throughout the year.

    • For example, during the winter months when there are fewer hours of daylight or on cloudy days, your solar panels may not produce enough energy to cover your daily use.

However, this does not mean that you won’t see savings before that period. If your energy consumption is lower than the energy your system produces, you should notice savings in the coming months. 

  • You may also increase your typical energy use without realizing it, like adding an EV, working from home more or not being conservative with your energy use because you have solar panels. This change could mean you need to use more energy from your utility provider. Keep in mind, the same energy efficiency steps you may have taken before going solar are still needed today. This includes ensuring you have energy efficient lights and appliances, turning off lights and electronics when you’re not using them and raising your A/C or lowering your heater by a few degrees.

  • Most utilities have a minimum charge, as well as related applicable taxes that you need to pay even if you don’t use electricity from your utility. You should talk to your utility about this charge, but this covers some of the costs of keeping power lines or other services that you may need if you can’t fully power your home with solar.   

  • Is the customer satisfied with the education and response?

IF NOT:

  • Explain to the customer that we need to review their utility bill to fully understand their situation.

  • Request copies of utility bills for the entire year (or as many as are available) so we can perform a savings analysis and allow us to review.

    • Email them to (Support@myeverbright.com). 

    • Let them know that we will give them a call back once we complete the analysis. 

  • Elevate to a Resolution Lead by following the “Escalation SOP”

    • Then; Stop

IF YES:

  • Stop

 HOW TO DETERMINE THE SYSTEM IS WORKING CORRECTLY AND COMMUNICATING PRODUCTION TO US?

How to Determine The system is working correctly and communicating production to us:

Step

Action

1

  • Is the Contract PPA or RIC?

IF RIC:

  • Go to the Contract and locate the “Estimated Year 1 Production” Value

image-20241108-151158.png

INTERNAL NOTE: On average, panels degrade at a rate of 1% each year.

  • If they have more than one year, take the “Estimated Year 1 Production” and subtract 1 percent for each year after Year 1

    • Example:

      • (Year 2: 16,162 - 1%)

      • (Year 3: 16,162 - 2%)

      • (Year 4: 16,162 - 3%)

  • Save the Amount obtained on a separate sticky note so you dont lose the amount and can reference back easily

Agents should use wording as “Estimated” when it comes to production

IF PPA:

  • Go to the “Guaranteed Output” Section in the contract

  • Grab the amount in column 3 (Ex: 15,183 kWh)

  • Divide by 24 (Months, 2 years) (Ex:15,183÷24=616.83kwh)

  • Save the Amount on your Screen (Ex: 616.83 kWh)

    • Save the Amount obtained on a separate sticky note so you dont lose the amount and can reference back easily

image-20241108-142031.png

Agents should use wording as “Estimated” when it comes to production

2

image-20240906-184507.png

  • Look up for the customer by typing the Homeowner’s Name in the Search Box

Once you type the name the screen will show up different results, so make sure to access the one with the correct contact information on record

image-20240906-184729.png

  • Click on “Impersonate”

This will allow you to view the system from the customer’s perspective.

image-20240906-185507.png

  • Click on “System”

image-20240906-185830.png

  • Once in there you will be able to visualize the Homeowner’s Production

image-20240906-190309.png

  • Do the amount match the Estimates we notated?

IF YES or MORE:

  • It means the system is working as expected

    • If Homeowner still complaining about a high utility bill go to Step 6 in the Checklist Procedure

IF NOT or LESS:

  • It means the system may not be working as expected

    • Go to “IF NOT” section from the Step 5 in the Checklist Procedure

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