No answer
What to do when your solar company stops answering
Updated October 18, 2026.
Calls sit on hold. Emails get a ticket number and nothing else. Service appointments get booked and nobody shows. Since SunPower and Sunnova went bankrupt and a long list of installers closed, this is the most common complaint in every solar owner group. Here is why it happens, who is actually on the hook for your system now, and what gets a written answer.
Why they stop answering
- Your account moved. SunPower and Sunnova leases and PPAs are now serviced by SunStrong, and many solar loans were sold to new servicers. The company on your contract often isn't the one answering the phone, and the new one may not have your history.
- The installer is gone. When the company that put the system on your roof closes, nobody local is left to send a technician.
- Calls leave no record. A phone call becomes a ticket, and tickets close. Six missed appointments on the phone look like zero on paper.
Who is responsible now
A lease or a PPA: the company that bills you owns the system, and your agreement says what it owes you when the system or battery isn't working, even if that company took over from the one you signed with.
You own it (cash or a loan): the panel, inverter and battery makers' warranties are yours and outlive the installer. The lender is a separate company from the repair.
If you're not sure which you have, your latest bill or statement names the company that services the account. See my solar company went out of business and my system is down and what happens to a Sunnova lease or PPA.
What gets an answer
One dated letter, sent to the notices address in your agreement, that names the account, says exactly what you need (the repair, a corrected bill, a transfer packet or a buyout quote) and gives a date for a written answer. It turns a closed ticket into a record with a date on it, and that record matters whether the next step is a repair, a billing credit or a complaint to your state attorney general.
If the problem is a bill for months the system wasn't working, see my solar is down and SunStrong keeps billing me. If you're selling the house, see selling with a Sunnova or SunPower lease.
The letter that gets a written answer. I write it for you from your own agreement and bills: a dated letter that puts the facts on the record, including every call and missed appointment, and asks for a written answer by a date. If no written answer comes within 30 days, the follow-up letter is free.
$99 flat, ready in 3 business days. You read and approve it, then send it yourself.
Have it written for you, $99 or email jon@solarstillworks.com
“After the letter was sent, it was mere days that they got back to me with a much more positive email looking into all our issues causing the total system to be down.”
Tami B., SunStrong customer
What happened next: after her letter, SunStrong answered in writing within days, saying it would put billing and collections on hold, cancel auto-pay and set up a deferment while it looks into the system. See page 1 of her letter.
What this page isn't
It isn't legal advice. Agreements and state rules differ, and your own agreement wins over anything general here. I prepare documents at your direction; you review, sign and send them yourself.