How to Choose a Solar Installer: Why the Cheapest Quote Can Cost You Most

Picking a solar installer means sorting through thousands of companies that all promise roughly the same thing. That's why the cheapest quote looks so tempting. Most firms will do a solid job, so why not take the lowest number and hope for the best? Experts say that's a bad bet. A bargain installation can leave you out of pocket, or with an unsafe, damaged or poorly fitted system that underperforms for years.  *There has been a surge in demand for solar battery installation due to the Albanese government's multi-billion Cheaper Home Batteries Program. (Supplied: Zstock)* The pressure on buyers is real. More than 600,000 households have installed solar batteries since July last year, driven by the Albanese government's multi-billion-dollar Cheaper Home Batteries Program. That's a genuine clean energy boom. It also has a darker side, and the ABC has reported on it. Customers are begging companies to fix dodgy installations. Some people lost large deposits when a business went bust. Others waited a year for a system that never arrived.  *There has been a spike in complaints to consumer protection agencies about inadequate solar battery installation. (ABC News: Mark Bennett)* Complaints to consumer protection agencies have spiked too, and unresolved disputes are clogging courts and tribunals. There's also a wrinkle. Pressure on the government to cut spending has sparked speculation that the program could be scaled back. If that happens, expect another battery rush. And rushed buyers are exactly the people bad operators prefer. So how do you avoid the nightmare? We went to Jeff Sykes of Solar Choice and Finn Peacock of Solar Quotes, two of the best-known comparison sites in the market. Their advice is practical, and it starts with a habit that sounds almost too simple. ## Get three quotes For a rooftop solar or battery system, the magic number is three. Three quotes give you a real sense of the going rate for your home, and the outlier becomes obvious fast. Be wary of the cheapest one, Mr Sykes warns.  *Jeff Sykes from Solar Choice provided his tips for consumers. (ABC News: Dominic Cansdale)* Low prices usually come from somewhere. The company might be using budget products, or it might be cutting corners with a cheap installation crew. Either way, the savings tend to surface later, as expensive problems. "You're likely to end up having product failures or issues with your system that are costly and difficult to rectify, particularly if you've used an installer that doesn't have a good reputation," Mr Sykes said. Mr Peacock goes further. Ridiculously low prices, he says, can signal bad intentions. A rogue operator might sign up as many customers as possible, then shut down when the bills come due. "One way to deliver a very cheap system is if you know that you're not going to be paying your taxes or your wholesalers or your installers," Mr Peacock said. ## Check who you're dealing with The free Australian Business Number platform will show you how long a company has been trading and what trading names it has used. That second part matters more than people think. Look for a business with years of experience behind it, not just a shiny new brand.  *More than 600,000 Australian households have installed solar batteries since July last year. (ABC News: Curtis Rodda)* Watch for the rebrand. Mr Peacock calls a company that goes bust and reappears under a new name a notorious solar tactic, and he says to avoid it entirely. The stakes are high because the products outlast the sales pitch. "You're buying solar panels that are warranted for 25 years. You're buying a battery that's warranted for 10 years," he said. That's a long relationship with whoever sold you the kit. "You want a company that's got the financial breathing space to have staff that are dedicated to customer service and maintenance calls." ## Read the one-star reviews Skip the glowing testimonials. The gritty ones tell you more. Mr Peacock argues that one-star reviews deserve the most attention. Every company makes mistakes, and some customers have unrealistic expectations. What separates a reliable installer from a risky one is what it does after something goes wrong.  *Finn Peacock said ridiculously low prices could indicate bad intentions. (ABC News: Lincoln Rothall)* "If they haven't addressed it whatsoever, that means that they probably don't care," he said. "If they've addressed it in a kind of menacing way and blamed the customer, that also tells you a lot." Star ratings are a weaker signal, and Mr Sykes is blunt about it. Overall scores can't always be trusted. Some companies "game" review platforms by encouraging happy customers to post, while others boost their numbers with fake reviews or try to get bad ones removed. The fake-review problem is hard for shoppers to spot, which is the uncomfortable part. "[Companies] having a high quantity, potentially with fake reviews, they can just get past that kind of sniff test that a lot of customers do," Mr Sykes said. His fix is to compare scores across several review platforms, since a company that looks spotless on one site can look very different on another. He also suggests asking the installer for a few local customers you can call for a reference check. A firm with nothing to hide should have no trouble with that request. ## These red flags should scare you Some warning signs are hard to miss once you know them: - A large deposit. Some states and territories set legal limits on deposit amounts, so know yours. - "Special deals" that push you to sign immediately. - Door knockers or other unsolicited sales tactics, including cold callers. - Online ads that focus on government rebates. Be sceptical. - A company with less than 12 months' experience. - Solar equipment that has only recently appeared in Australia, since the manufacturer may not stick around. ## Do they have the right credentials? Check the accreditation of both the company and the installers who'll actually do the work. The requirements vary depending on where you live, so don't assume one state's rules apply everywhere. Each state and territory runs a website where you can check an electrical licence. Some also show whether an installer has faced disciplinary action, which is worth a look. Nationally, Solar Accreditation Australia signs off on installer credentials. There's also a voluntary industry scheme, the New Energy Tech Consumer Code (NETCC), which lists approved sellers. It publishes the names of companies that have been suspended or expelled for bad behaviour. Voluntary doesn't mean toothless, but it does mean a company can operate without it, so check the list rather than assuming the badge is there. ## Ask plenty of questions Mr Sykes says you should ask a potential installer these questions: - What assumptions did your company use for the projected power savings I will receive? - Who will be doing the work? - Who do we call if something goes wrong after the installation, and how long will it take to fix? That's particularly important in a regional or remote setting. Mr Peacock said he would also ask:

• How long have you been in business?
• Have you always traded under the same Australian Business Number and the same company name?
• Do you have a local office with local staff, or is it a satellite office?

Know your needs

Since the federal battery subsidy launched, some unscrupulous solar companies have been selling systems far bigger than households need. The government has responded by redesigning the scheme. The bigger problem is what happened under the hood. Oversized batteries were often paired with a tiny inverter, the component that converts stored energy into usable electricity.

That mismatch matters. Even when the battery charges at full speed, a small inverter takes hours to fill it and hours more to drain it. That lag can cost you the best windows to sell power back to the grid. A big battery with a small inverter isn't a bargain. It's a system that can't do the job you're paying for.

Use the free advice

Don't rely on the salesperson alone. A free government website offers detailed guidance on choosing a solar retailer and installer, and the New Energy Tech Consumer Code publishes its own advice. If you're comparing quotes, start with independent sources like these, not the pitch on your doorstep.

Each state and territory also publishes advice tailored to where you live. It's worth reading even if you think you already understand the basics, because local rules and programs are where a generic sales pitch is most likely to leave things out.

The final steps

Before you pay the deposit, read the warranty details. Then get everything in writing. Verbal promises about the installation date are the ones most likely to slip, and a phone call won't help you later.

Some consumer protection agencies suggest paying the deposit by credit card. The reason is practical: if something goes wrong, you may be able to claim a bank chargeback. It's not a guarantee, but at this stage of the process, a fallback is worth having.