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GIBSONVILLE, N.C. — Just east of Greensboro, on about a half-acre of land, sits a home built in 1984 — and filled with decades of memories for Helen and Bernard Brooks.
“It means a lot,” Helen Brooks said. “I mean your home is your castle.”
The Brooks’ castle gained a 21st-century upgrade several years ago when solar panels were installed on the roof. But not long after, a major problem emerged.
“The company that put them in went bankrupt, and we didn’t have anyone to service them,” Bernard Brooks said.
Living on a fixed income, Bernard began noticing something troubling: the electric bills were climbing — dramatically.
“One time it did get to $361,” he said.
Before the solar installation, the couple said their power bills averaged around $250 a month. The higher costs made it clear something wasn’t working.
“We didn’t know what to do,” Bernard said. “We’ve been trying for three years.”
After multiple failed attempts to get answers, the Brooks reached out for help. Power bills and the original solar contract were gathered, and the financing company connected to the system was contacted.
“You’ve been a big help,” Bernard said. “Once you got involved, I started getting phone calls.”
A technician was eventually sent to the home and found that several of the solar panels were not working. The repair bill — which could have cost thousands — was covered.
“He asked me how much it was,” Bernard said. “I told him. He said, ‘Have her send the bill — we’ll take care of it on this end.’”
All 24 panels are now fully operational, and the Brooks say their energy bills are already dropping. Bernard was also shown how to monitor the system, allowing him to spot outages early — before another oversized bill arrives.
“I appreciate you, Kevin,” Bernard said. “You helped settle a lot. We didn’t know what to do.”
While cases like this are uncommon, experts say solar customers should take these steps if they run into similar problems:
Contact the finance or leasing company first. If you’re making payments, the lender has a vested interest in keeping the system operational.
Gather documentation. Keep copies of your solar contract, warranties, invoices, and recent electric bills.
Ask about monitoring tools. Many systems allow homeowners to track production and spot problems early.
Check warranties separately. Panels, inverters, and installation labor often have different warranty providers.
File complaints if needed. Consumers can contact their state attorney general’s office or consumer protection agency.
Don’t stop payments without guidance. Missed payments can damage credit — even if the system isn’t working.
For homeowners locked into long-term solar leases or loans, knowing who holds the financing can make all the difference when an installer disappears.
