Our Commitment to a Professional Installation

Our Commitment to a Professional Installation

Audience: External (Public)

Purpose: To provide a clear, supportive, and structured process for homeowners who have complaints or concerns about the conduct, quality, or professionalism of their installation team.

Our Promise: A Safe and Professional Experience

At MeterHome™, we are committed to ensuring that every step of your journey to energy independence is a positive one. This includes the final and most important step: the installation of your system. We partner with a network of MeterHome™ Certified Installers (MHCIs) who are trained to meet our high standards of safety, quality, and professionalism.

We understand, however, that sometimes issues can arise. If your installation experience did not meet your expectations, we want to hear about it. Your feedback is essential for helping us maintain the quality of our installer network. This guide outlines the steps to take if you need to file a complaint.

When to Contact Us About Your Installer

Please contact MeterHome Support if you have concerns regarding any of the following:

  • Professionalism: The installation team was unprofessional, discourteous, or did not treat your home with respect.
  • Quality of Work: You have concerns about the neatness or quality of the installation work itself (e.g., messy wiring, improperly mounted components).
  • Communication: The installer did not clearly communicate.
  • Safety Concerns: You believe the installer did not follow proper safety procedures during the installation.
  • Unresolved Issues: The installer has left the site, but the system is not working correctly, and they are unresponsive to your attempts to contact them.

How to Report Your Concerns: A Step-by-Step Guide

Our goal is to listen to your experience and ensure your issue is addressed fairly and professionally.

Step 1: Contact MeterHome Support

Please call our main support line at 866-846-7416. Inform the agent that you would like to report an issue with your installation experience.

Step 2: Provide the Details

To help us understand and document your complaint, the support agent will ask you for some key information:

  • Your name and installation address.
  • The date of your installation.
  • A detailed, factual account of the issue. Please be as specific as possible. What happened? When did it happen? Who was involved?

Step 3: Our Internal Review Process

Once the support agent has documented your complaint, it will be investigated by our After-Sales team. This team is responsible for the quality and conduct of our certified installers. They will:

  1. Review your account of the situation.
  2. Review the installer's report from the commissioning call.
  3. Contact the installation company directly to hear their account of the events.

Step 4: Resolution and Follow-Up

A representative from our After-Sales team will contact you directly to discuss the findings of their review and the steps being taken to resolve your issue. Our commitment is to ensure that your MeterHome system is installed correctly and that you are completely satisfied with the final result.

We take your feedback very seriously. Thank you for helping us uphold the quality and professionalism of the MeterHome™ brand.