Frequently Asked Questions

 
PRE-ACTIVATION

Can I go off the grid with solar panels?

Sigora installs grid-tied systems, which means you will still be connected to the electric grid and have a relationship with your utility company. This allows you to pull energy directly from the grid when your system is not producing as much power as your home is consuming at night or during cloudy days. However, you may be able to send any extra energy you produce back to the grid and build credits on your utility bill. This process
is called net metering, and is dependent on both your utility company and the state you live in.

You may also want to consider purchasing a storage battery if you would like to store some of your extra energy rather than send it all back to the grid. If this is something you are interested in, please contact our Sales Team at (434) 465-6192.

My installation is complete. Why is it taking so long to turn on my system?

After the installation is complete, there are a few final steps to complete before the system can be turned on. It’s common for the city/county to require an inspection, and the utility company typically must visit the home to install a new electric meter that can read both your consumption and the excess production that gets sent back to the grid. If the utility company, city/county inspector, or HOA takes longer than expected, it may cause a delay in activating your system. Sigora is dedicated to our customers and will make every effort to ensure that all of our projects are moving forward as efficiently as possible. Our promise is to provide the very best service to every customer, at every opportunity.

I still have space on my roof, why didn’t Sigora install more panels there?

There are several factors we consider when designing your system, one of which is viable/usable roof space. Even if more panels could physically fit, we must leave some space free of panels due to local and state regulations, fire setbacks, installation hazards, or other factors. Additionally, we try to avoid installing panels on north-facing planes due to the lack of direct sunlight.


PRODUCTION & CONSUMPTION

Can I monitor my consumption from my app?

Every system comes standard with production monitoring so you can see how much energy you produce from your solar panels. Most solar inverters can also monitor consumption (your home’s energy usage) as an additional add-on to the standard production monitoring offered. However, this
is not standard in most solar installations. If you are interested in adding consumption monitoring to your solar system, please reach out to our Technical
Support team at (434) 270-8340. Please note this service is at an additional cost and is subject to compatibility. Pricing is subject to change.

What happens if my system produces more energy than what I use?

When your solar system produces more energy than what you consume, all excess energy is sent back to the electric grid. This may reflect as a “credit” or “NEM Credit” on your utility bill if your utility company provides net metering. For specific information and details regarding credits on your utility bill, be sure to contact your utility company.

What is net metering?

Net metering is a state-specific utility billing process that tracks your solar system production. If your solar system produces more than your home uses, the extra electricity is pushed back into the grid and your utility account is credited. If you live in a state where net metering is permitted, you can save those credits and use them when your system isn’t producing as much, like at night or when the weather is overcast.

Can I add more panels to my solar system in the future?

Yes, Sigora will assess if you have enough usable roof space/ground space for additional panels and then we will treat it as a new project. We require a second contract because the city/county and utility company will also require new permits and applications. Depending on your original inverter configuration, original system size, and the size of the expansion, we may need to also rewire/reconfigure your inverter system.

How does the performance guarantee work?

This guarantees a customer that their system will produce a certain amount of energy (kilowatt-hours, or kWh) annually after the system is activated. Specific terms and lengths of your production guarantee can be found in your contract. To determine your first year’s production, contact Technical Support at technicalsupport@sigorasolar.com or (434) 270-8340 and we will conduct a review of your system’s performance for the first year. This may be requested by a customer after the system has been activated and producing for 12 full calendar months. This is to ensure that the system generates the expected production (as noted in the contract) and allows the system to go through all 4 seasons of production.

Do my solar panels produce power when they are covered in snow, when it’s raining, or when it’s cloudy?

Your solar energy system performs best in direct sunlight. There may still be some production when it is cloudy or lightly raining, but significantly less than in ideal conditions. There will likely be no production when it is raining, snowing, or if the panels remain covered in snow.  If it is safe to do so, you may try to brush the snow off of your panels with a broom. Typically this is not necessary, though, because average annual losses for these factors were built into our assumptions when estimating your annual production based on your location. Snow accumulation will typically melt off of the panels faster than the rest of the roof.


SERVICE QUESTIONS

Yikes! I have squirrels and critters nesting under my panels. What do I do?

Please submit a Service Request located in the Support tab of the Customer Portal and indicate ‘Pest Damage.’ Next, contact a pest specialist to remove any pests and their nests. Sigora cannot complete any work until they have been removed.

Our Field Service Team will schedule an appointment with you after the pest removal to assess the damage and make necessary repairs. Please note that the pest damage is not covered by Sigora’s workmanship or any equipment warranties, and there will be a service charge to repair the system.
These charges will vary based on the extent of the damage and resources required to make repairs, and we may not be able to calculate the repair
estimate until after we visit the site. If the pests are not removed prior to our scheduled repair visit, there may be additional fees for a second service
trip.

Sigora offers pest prevention solutions that can be installed around your array at an additional cost. Please contact us for details and estimated pricing.

I can’t see my production, does this mean my solar system is not working?

When your monitoring system stops working, it does not always mean that your system has stopped producing. If you ever notice that your monitoring system is not reading and the conditions are ideal (i.e. no snow, clear skies, etc.), please submit a Service Request located in the Support tab of the Customer Portal and indicate ‘System Not Producing.’ One of our technicians will get in touch with you to troubleshoot the system and determine if it is a monitoring issue or if your solar system is not performing as it should.

Do my panels need maintenance?

Solar systems typically require very little maintenance. They are incredibly durable and easily accessible for service and repair. They also typically clean themselves when it rains, which will remove most dust and pollen that may accumulate. However, if you notice excessive dust or pollen buildup and would like to maximize the conditions for your panels even further, you may rinse the panels off with a hose if it can be done safely and/or from ground level.

What happens if my system stops working?

If your system stops working, please submit a Service Request located in the Support tab of the Customer Portal and indicate ‘System Not Producing’. Alternatively, you may contact us at technicalsupport@sigorasolar.com or by calling (434) 270-8340.

Why is my system producing much less during the winter months?

Your system’s production will decrease during the winter months as the days are shorter, the sun angle is less optimal, and the weather is not as favorable. Once springtime arrives, you will notice production begin to increase again until the system reaches its highest production during the
summer months when the sunlight is more direct, days are longer, and weather is overall more favorable for solar.

Due to the system’s production fluctuation throughout the year, it is normal for customers to still see usage charges on their electric bill for some months or see credits on their electric bill for other months. This all depends on whether you are producing more energy or consuming more energy each month.

If the power goes out in my area, will my system continue to work?

Solar systems are required and configured to automatically shut off in the event of a power outage, unless you have a battery backup installed as part of your system. The National Electric Code requires this feature as a safety measure to protect linemen working on the electric grid to restore power. If your system is producing energy during an outage and sending energy back into the grid, it creates a hazardous situation for those workers who think the lines are carrying no voltage.

If you are interested in having power for your home during a power outage, we highly recommend you consider purchasing a storage battery. For more information, visit our website at sigorasolar.com/powerwall/


UTILITY BILL

Why am I still getting a bill from my electric company?

Your solar system is grid-tied, so you will still receive a small utility bill for services and fees from your utility company (such as the monthly connection fee and taxes, which were already applied to your bill pre-solar). Additionally, if you consume more energy than you produce during a billing cycle and do not have stored credits to cover the difference, you will be billed for the net amount of energy you purchased from the utility during that billing cycle to supplement your energy needs.


NEW SYSTEM OWNERSHIP

What happens if I sell my home? 

Sigora Solar is partnered with Pearl Certification to help solar customers sell their homes for an average of 5% more. Sigora and Pearl work together to help you seamlessly transfer your system ownership and warranties to the new homeowner. Please reach out to cs@pearlcertification.com and RPS@sigorasolar.com when you are ready to put your home on the market and one of our team members will help you with everything you need!

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