Palmetto Solar – Service and warranty concerns for solar panel system installed by palmetto

I am writing to formally document a series of unresolved service issues and miscommunications regarding the solar energy system installed at my residence in Florida.
In September 2020, I purchased a solar energy system consisting of approximately 50 solar panels and two Tesla Powerwalls, installed by Palmetto. The total cost of the system was $80,000, financed over a 20-year loan term. At the time of purchase, I was explicitly informed that repairs and service were included under the terms of this agreement.
The system initially performed well. Even following Hurricane Milton, Palmetto promptly inspected the installation and replaced panel clips that had detached during the storm—at no additional cost and without issue.
However, in July 2025, I noticed a critical service alert via the monitoring app and contacted Palmetto for support. I was informed that one of the two inverters had failed, and the manufacturer would ship a replacement. During this initial call, no mention was made of any service or installation fees.
After waiting more than six weeks for an electrician to arrive, the technician stated he could not install the new inverter without removing and potentially damaging the Hardie siding on my home. He had already begun tampering with the siding before obtaining my consent. He further noted that the second inverter was also failing and would likely require replacement.
I immediately contacted Palmetto to report these findings and was then informed—contrary to previous communications—that I would be responsible for a service charge to install the inverter. This fee was never disclosed during the initial service request or the technician’s visit. Additionally, I was told that Palmetto would not contact the manufacturer for a replacement inverter unless an error code were provided, despite the system already showing a critical failure.
Due to the lack of timely and effective support, I hired a licensed private electrician, who successfully installed the replacement inverter without disturbing the siding. However, the system remains non-functional. The app continues to report a communication error, and I was informed that Palmetto must update the system with the new inverter’s serial number to restore functionality. This issue has persisted for over two weeks, and I have yet to receive a resolution.
Palmetto representatives now claim that if a technician must visit my home, I will be charged an additional service fee, which directly contradicts the original terms of my purchase agreement. Furthermore, my repeated requests to speak with a supervisor—specifically, David—have gone unanswered.
As a Florida resident currently facing the peak of hurricane season, I find it unacceptable that a system I invested over $80,000 in is not operational during a critical time. Palmetto’s lack of responsiveness and shifting policies suggest a disregard for customer welfare and contractual obligations.
I respectfully request immediate action to:
• Update the system with the correct serial number
• Restore full functionality of the solar system
• Waive any service fees associated with warranty-covered repairs
• Provide a direct point of contact for escalation and resolution