Stop me if this sounds familiar: “Don’t trust subcontractors for your solar installation.”

 You’ve probably heard it before, right? Yet, those subcontractors are a few thousand dollars cheaper than the company with in-house installers. Now, you’re left wondering if paying that extra money will really get you better service.

This is one of the longest-standing debates in the solar industry, subcontractors vs. in-house installers. If you’re feeling torn between the two options, you’re definitely not alone.

We use in-house installers, but we’re not here to preach that you should only go with in-house teams. While it’s easy to assume that in-house installers guarantee better quality, the reality is more nuanced. Many reputable solar companies use subcontractors and still maintain excellent standards.

In this article, you’ll learn about the differences between in-house installers and subcontractors. We’ll explore their roles, compare quality and accountability, and discuss after-sales support. 

Most importantly, you’ll discover that the key to a successful solar installation lies in choosing a reputable solar company, regardless of their installation method.

Understanding In-House Installers

In-house installers are technicians employed directly by the solar company. These teams are usually on the company’s payroll and work exclusively for them. This employment structure can offer several benefits:

1. Training and Standards: Since the solar company directly employs these installers, they often receive consistent training aligned with the company’s standards and procedures. This can lead to a uniform quality of work and adherence to best practices.
   
2. Accountability: With in-house installers, the company has more direct control over their work. If issues arise, it’s clear who is responsible, making it easier to address and resolve problems quickly.
   
3. Communication: Direct communication between the solar company and its installation team can streamline processes and reduce misunderstandings. This can be particularly beneficial during complex installations or when specific customer requirements need to be met.

However, there are some considerations to keep in mind:

1. Higher Costs: Maintaining an in-house team can be more expensive for the company, which may result in higher costs for the consumer. Salaries, benefits, and ongoing training are significant expenses.
   
2. Availability and Flexibility: In-house teams may be limited in size, which can impact their availability. During peak installation times, there may be longer waiting periods for your solar system to be installed.

The Role of Subcontractors in Solar Installations

Subcontractors are independent professionals or teams hired by solar companies to carry out installations. This model has its own set of advantages:

1. Scalability and Flexibility: Subcontractors allow solar companies to scale their operations quickly to meet high demand. This flexibility means that your solar installation might be completed faster, especially during peak periods.
   
2. Cost-Effectiveness: Using subcontractors can reduce overhead costs for solar companies. These savings are often passed on to customers, making installations more affordable.
   
3. Specialised Expertise: Subcontractors often work with multiple companies and may bring a wealth of experience and specialised skills to the table. This level of experience can be beneficial for handling hard or unique installation scenarios.

However, potential concerns with subcontractors include:

1. Variable Quality: Since subcontractors are independent, the quality of their work can vary. Ensuring consistent standards across different subcontractors can be challenging for solar companies.
   
2. Accountability and Communication: With subcontractors, there may be more layers of communication. Which can sometimes lead to misunderstandings or delays. Additionally, if issues arise, it can be less clear who is accountable, potentially complicating resolution efforts.
   
3. Dependence on Relationships: The success of using subcontractors heavily depends on the relationship and agreements between the solar company and the subcontractors. These companies will have strong relationships with strict hiring process, to ensure high-quality work.

Comparing Quality and Accountability

When it comes to solar installations, quality and accountability are paramount. Both in-house installers and subcontractors can provide high-quality installations. The approach to providing this quality and accountability differs between the two models.

In-house installers typically undergo consistent training programs set by the company. This way all team members work to the same high standards. Since these installers are employees, the company can enforce uniform installation procedures and quality control measures more effectively. Over time, in-house teams can become highly skilled in the company’s specific processes and products, leading to a high level of expertise.

Subcontractors often have extensive experience working with various systems and companies. This can enhance their problem-solving skills and adaptability. Their exposure to different projects can bring great knowledge and innovative techniques. Reputable solar companies have strict hiring processes. This includes ongoing quality checks to ensure subcontractors meet their standards.

In-House Installers:

• Direct Oversight: The company has direct oversight of in-house teams. Which makes it easier to manage performance and address any issues swiftly.
  
• Clear Responsibility: Accountability is straightforward since the installers are direct employees, simplifying conflict resolution and customer support.
  
• Customer Trust: Customers may feel more reassured knowing the installers are directly employed by the solar company.

Subcontractors:

• Contractual Agreements: Subcontractors work under detailed contracts that outline expectations, standards, and accountability measures. This can ensure high performance and adherence to company policies.
  
• Reputation Management: Reputable companies closely monitor their subcontractors, requiring regular updates and conducting random inspections to maintain high standards.
  
• Customer Feedback: Many solar companies use customer feedback to assess subcontractor performance continuously, making adjustments as needed to ensure customer satisfaction.

After-Sales Service and Support

After-sales service and support are crucial components of a positive solar installation experience. Whether a company uses in-house installers or subcontractors, the key is how well they manage and deliver this support.

In-House Installers

Seamless Support:

• Integrated Teams: In-house installers are part of the same company that provides customer support. This can mean seamless communication and a cohesive approach to addressing issues.
• Direct Accountability: If there are any problems post-installation, it’s easier to trace and resolve them. This will lead to quicker resolution times.
• Consistent Follow-Up: Companies with in-house teams can provide consistent follow-up services, maintenance, and inspections, enhancing customer satisfaction and system performance.

Subcontractors

Managed by Reputable Companies:

• Dedicated Support Teams: Some reputable solar companies have dedicated customer support teams. These teams look after all the after-sales care, if needed. It is important to ask the company if they offer this.
• Service Level Agreements (SLAs): Contracts with subcontractors often include SLAs. These specify the level of service and support required, ensuring that customers receive the same high standard of care.
• Accountability Systems: Good solar companies have robust systems in place to track and manage any issues that arise. This ensures subcontractors are held accountable for their work. And that any customer problems are resolved promptly.

Watch Karen’s full testimonial here

Choosing a Reputable Solar Company

The decision to go solar is significant! So choosing the right solar company is crucial for a successful installation. It is also crucial for long-term satisfaction. Whether a company uses in-house installers or subcontractors, the focus should be on the company’s reputation and commitment to quality. Here’s how you can ensure you’re making the best choice:

Customer Testimonials:

• Online Reviews: Look for reviews on platforms like Google, SolarQuotes, and other reputable review sites. Pay attention to recurring themes in customer feedback, both positive and negative.

Regarding a well known solar company that exclusively uses subcontractors. We witness this firsthand, when customers come to us after failing to reach their original installer. This ends up costing you twice as much.

• Case Studies and Testimonials: Many solar companies provide case studies and testimonials on their websites. These can give you a sense of their customer service, quality of work, and overall reliability.

Industry Reputation:

• Accreditations and Certifications: Check if the company has industry accreditations. Some are approval from the Clean Energy Council (CEC) in Australia. Certifications can show a commitment to high standards.
• Awards and Recognition: Companies that have received industry awards or recognition often stand out for their quality and service.

Transparency and Communication

Clear Information:

• Detailed Quotes: A reputable company will provide detailed quotes. These will break down the costs, including equipment, installation, and any additional services.
• Transparent Contracts: Ensure the contract clearly outlines the terms of the installation and warranties. This is especially important when subcontractors are involved.

Open Communication:

• Responsive Customer Service: Test the company’s responsiveness by reaching out with questions. Their willingness to provide clear, prompt answers can be indicative of their service quality.
• Consultation Process: A good solar company will offer a thorough consultation process. Helping you understand your options and tailor solutions to your specific needs.

Warranty and Maintenance:

• In-House Installers: Companies with in-house teams might offer longer warranties for the workmanship. Maintenance plans might also be easier to manage and integrate.
• Subcontractors: Reputable solar companies using subcontractors can offer strong warranties and maintenance plans. They ensure that subcontractors adhere to the same standards and honour these commitments.

Customer Feedback:

• In-House Installers: Feedback can directly influence training and process improvements within the company, leading to better service over time.
• Subcontractors: Companies that use subcontractors often have rigorous feedback and review systems. Ongoing assessment of subcontractor performance helps maintain high standards and address any issues.

Ultimately, the key to excellent after-sales service lies in the company’s commitment to customer care, regardless of the installation method.

Subcontractors vs. In-House Installers: The Bottom Line

The choice between in-house installers and subcontractors shouldn’t be the main deciding factor. Instead, focus on the overall reputation, quality assurance, and support offered by the solar company. A reputable company, whether using in-house teams or subcontractors, will ensure high standards and excellent customer care.

By choosing a company with a strong track record, transparent practices, and a commitment to quality, you can feel confident in your solar investment. This approach ensures that your installation will be reliable and well-supported, giving you peace of mind.