Help for Stranded Customers
Stranded customers are Illinois Shines Distributed Generation (on-site solar) customers whose Approved Vendor and/or Designee is unable or unwilling to (a) complete the solar project installation, (b) submit a project application to the Illinois Shines program, and/or (c) continue reporting REC delivery after application verification. This may be because the Approved Vendor and/or Designee:
- Has gone out of business or ceased/limited operations,
- Is unable to meet Program requirements, or
- Is suspended due to disciplinary action and prohibited from advancing the projects through the application process.
To jump to information tailored for you, click below.
Approved Vendors and Designees that have recently ceased or limited operations
Titan Solar Power, IL
SunPower Capital Services, LLC
National Solar Service LLC
See our full list of Approved Vendors and Designees to see all entities that have ceased operations or withdrawn from the Program.
Please refer to the Program Violations Report for a full list of entities that have been suspended from the Program. If your Approved Vendor and/or Designee has been suspended, there is a risk that they may be unable to continue with your project.
If you have concerns that your Approved Vendor and/or Designee has ceased operations but it is not noted on this list, please reach out to [email protected].
Stranded Customer Resources
The Illinois Shines Program Administrator and the Illinois Power Agency (“IPA”) maintain a stranded customer shortlist – a list of Approved Vendors and Designees who meet heightened eligibility requirements and are willing to assist stranded customers with their solar projects and/or applications to Illinois Shines.
The stranded customer shortlist is divided between Approved Vendors and installer Designees. Approved Vendors are able to submit an Illinois Shines application on your behalf while an installer Designee is able to assist you with any maintenance or repair concerns you might have. See here for more information on the differences between an Approved Vendor and Designee.
Please see below for next steps depending on your project or application status.
Next Steps for Stranded Customers
1.
Look up the status of your project’s application to the Illinois Shines program. Use this lookup tool to determine the current status of your application with the Illinois Shines program.
2.
Reach out to entities who may be able to take on your project and Illinois Shines application. Depending on your needs, we encourage you to speak with multiple shortlist Approved Vendors (or Designees) in your area to understand all the options, approaches, and costs.
If your solar project is installed and functioning, but your application still needs to be submitted to the Illinois Shines program, see our stranded customer shortlist of Approved Vendors.
4.
If you have further questions, see our stranded customer FAQs below or reach out to [email protected] through email or by filling out our stranded customer assistance form to the right.
Stranded Customer Support Request
Stranded Customer FAQs for Consumers
Who is an Illinois Shines stranded customer?
Stranded customers are Illinois Shines customers who have contracted for a solar project on their property (a Distributed Generation solar project) and whose Approved Vendor and/or Designee are unable or unwilling to complete the solar project installation, submit or complete a project application, or serve as an Approved Vendor because the entity has reduced or ceased operations, or has been suspended from the Program and is not permitted to move forward with the stranded customer’s project. If you think you may be stranded, please see our stranded customer webpage to see a list of entities that the Program Administrator is aware have recently ceased or limited operations.
How does the Illinois Shines program support stranded customers?
The Illinois Shines Program Administrator and the Illinois Power Agency (“IPA”) maintain a stranded customer shortlist – a list of Approved Vendors and Designees who are willing to assist stranded customers with their solar projects and/or applications to Illinois Shines. The Program Administrator refers customers who need assistance to this list and tracks registered stranded customers to ensure that they are matched with a new installer or Approved Vendor. Once a stranded customer has found a new Approved Vendor who has agreed to take over their application, the Program Administrator helps facilitate the steps required to transfer the customer’s application to the new Approved Vendor.
What is the REC Adder?
By participating in Illinois Shines, your Approved Vendor sells the Renewable Energy Credits, or “RECs”, from your solar project to an Illinois electric utility in exchange for an incentive payment. RECs represent the environmental value of the electricity generated from renewable resources such as solar panels, but not the electricity itself. Selling your RECs will not affect your photovoltaic system’s production or your net metering credits.
Each Program Year, REC prices are set by the IPA depending on different project specifics such as location and size. The stranded customer REC Adder allows Approved Vendors to receive a higher REC price for the RECs produced by a stranded customer’s system. The REC Adder incentivizes solar companies to take on stranded projects, as these projects often involve uncertainty and increased risk and work.
Can I request a REC Adder?
No, the Approved Vendor for the project must submit the REC Adder request to the Program Administrator. The Program Administrator will review the request and communicate its decision to the Approved Vendor. If the REC Adder is denied, the Program Administrator will notify both the Approved Vendor and the customer.
Is my Approved Vendor required to pass the REC Adder value on to me?
No, the REC Adder is intended to offset the additional necessary costs or risks to companies that come with assisting a stranded customer. The primary intent is not to compensate customers for their costs associated with being stranded, such as having to hire a second installer to complete or re-do installation work on the project.
Separately, you may be eligible for compensation through the Solar Restitution Program. The Solar Restitution Program is designed to provide economic assistance to customers who have been harmed through their participation in Illinois Shines. The Solar Restitution Program will be implemented using a “phased” approach and is currently available to (a) small Distributed Generation (“DG”) customers who were promised a lump-sum pass-through payment, but the Approved Vendor kept the payment and did not make the promised payment; AND (b) large DG customers where the Approved Vendor received – but failed to pass through – one or more promised payments to the customer. The Program Administrator and Illinois Power Agency intend to expand the program to capture additional types of harm. Consumers may track any changes to the program on the Illinois Shines program website.
What is a shortlist entity?
A shortlist entity is a registered Illinois Shines Approved Vendor or Designee that meets heightened eligibility requirements and has indicated that they are willing to assist stranded customers. These Approved Vendors and Designees may be willing to complete or repair a solar project and/or complete the Illinois Shines application. The heightened eligibility requirements are intended to ensure that stranded customers are provided with assistance from entities who have significant Program experience.
Shortlist entity eligibility requirements:
- Must be an active registered Approved Vendor or Designee within the Program;
- Must not be currently suspended, been suspended previously, or have received a Warning Letter in the past six months;
- Entities looking to appear on the shortlist as an Approved Vendor must have completed at least 20 Illinois Shines projects to completion, through to Part II Verification and REC invoicing;
- Entities looking to appear on the shortlist as an installer Designee must have worked on the installer on at least 20 Illinois Shines projects; and
- Entities looking to appear on the shortlist as an installer Designee must have a certified electrician on staff.
What documents should I look for to provide to my new Approved Vendor or Designee?
If you are a stranded customer looking for assistance with your Illinois Shines application or your solar project, your new Approved Vendor or Designee might need some information from you. Depending on the status of operations at your original Approved Vendor or Designee, they may be unable to provide the below information. To prepare for your new Approved Vendor or Designee taking over your application or project, you may wish to collect the following (if possible).
- Previous sales or installation contract
- Your old Approved Vendor or Designee may have emailed you a copy or given you access to a portal that includes these documents
- Plot diagram, Plan set, or Shading Study or other documentation that may provide the AC/DC size of the system, tilt, azimuth, and number of solar panels.
- Your old Approved Vendor or Designee may have emailed you a copy or given you access to a portal that includes these documents
- Clear photo(s) of the array(s) in which all solar panels can be seen
- Online system monitoring access (if your project is fully installed and functioning)
- Certificate of Completion or Permission to Operate from your utility company
- You may be able to request a copy from your utility company
- A copy of your most recent utility bill
If my installer went out of business, what happened to my warranty?
The Program Administrator unfortunately generally does not have any visibility into warranties from your service provider. You may be able to contact the manufacturer of your equipment to learn whether manufacturing warranties apply. Whether your new Approved Vendor or Designee will perform repair or maintenance work on your system depends on the contract you sign with that new Approved Vendor or Designee. The new Approved Vendor or Designee is not required to honor specific commitments included in your contract with your old Approved Vendor or Designee. We encourage stranded customers to have detailed conversations with potential new Approved Vendors and Designees to understand exactly which services will (and will not) be covered and to ensure that all such coverage is clearly stated in your contract.
If my solar project is not functioning properly, will I have to pay out of pocket for it to be fixed?
Unfortunately, it’s possible you will incur out of pocket expenses to fix or repair any problems with your solar project, unless the issue is covered under a manufacturer’s warranty. We do not have any insight into what service charges may apply. We encourage you to speak with multiple shortlist entities in your area to understand all the options, approaches, and costs. It’s always wise to get multiple bids for a project.
Do I have to pay a fee to a new Approved Vendor to submit my application to the Illinois Shines program? Will I incur additional application fees with a new Approved Vendor?
It’s possible, though the Program Administrator often does not have direct visibility into the fees Approved Vendors may charge. The Illinois Power Agency (“IPA”) and the Program Administrator are working to provide additional incentives to Approved Vendors willing to support stranded customers in recognition of the complexity of some projects, and to entice more Approved Vendors to participate. These incentives include a Renewable Energy Credit (“REC”) Adder, which would provide an Approved Vendor with a higher REC price (that is, a higher incentive payment through Illinois Shines), which may result in lower fees presented to stranded customers. We encourage customers to speak with multiple shortlist Approved Vendors in your area to understand all the options, approaches, and costs.
To see a general timeline regarding the rollout of the REC Adder and further information, see our consumer protection initiatives page.
How do I know what next step(s) I need to take?
Determine where in the process your project is using the Illinois Shines Project Lookup Tool.
- If your project is installed and functioning, but your Illinois Shines application has not been submitted, you will need to work with a new Approved Vendor in order to submit your application. Please see the shortlist of Approved Vendors assisting stranded customers who need an application submitted.
- If your project is installed and functioning, and your Illinois Shines application was started but was not completed because your Approved Vendor went out of business or became otherwise unable to complete the process, you will need to work with a new Approved Vendor to take over your application. Please see the shortlist of Approved Vendors assisting stranded customers who need application help.
- If your project installation is not completed, or is installed but not functioning properly, you will need to work with a Designee to complete the installation or assist with maintenance and/or repairs. Please see the shortlist of approved Installer Designees. Once your installation and/or repairs are completed, if your Illinois Shines application is not complete, please see above.
If you are unsure what next steps you need to take, you may also complete this assistance form to request additional help from the Program Administrator, or email our stranded customer team directly at [email protected].
Stranded Customer Shortlist: Approved Vendors
These companies may be able to assist you in getting your Illinois Shines application submitted or completed.
Approved Vendor Geographic Area Website Customer Support Email Customer Support Phone Additional Notes
ARF Solar LLC Entire state arfsolar.net [email protected] (618) 977-4248 Maintenance/repair/installation work and Illinois Shines project application assistance
Carbon Solutions Group Entire state carbonsolutionsgroup.com [email protected] (312) 971-6245 Requests that SunPower customers work directly with an installer.
Certasun Chicago metropolitan region certasun.com [email protected] (312) 638-0800
ilumen Consulting, LLC Northwest Chicago suburbs for residential projects, Northern Illinois for commercial projects ilumen-solar.com [email protected] (847)-852-3370
PSG Energy Group, LLC Entire state envelopgroup.com [email protected] (317)-457-8887 Commercial, large DG, and k-12 projects only, no residential projects.
Sangamon Solar Entire state sangamonsolar.com/illinoisshines [email protected] (309) 270-6261
Legacy Solar, LLC 100 mile radius from Towanda, IL legacysolarpower.com [email protected] (309) 231-3138
Stranded Customer Shortlist: Installer Designees
These companies may be able to assist you in getting your solar installation completed or repaired.
If you need assistance finding an installer in your area, please see our shortlist installer map.
| Approved Vendor (AV) and/or Designee (D) | Geographic Area | Website | Customer Support Email | Customer Support Phone | Additional Notes |
|---|---|---|---|---|---|
| 100 Amps, Inc. (D) | 60 mile radius from Princeton, IL. Outside of 60 mile radius will be on a case-by-case scenario. | 100amps.com | [email protected] | (815) 503-9448 | |
| 360 Electric, LLC (AV & D) | 70 mile radius of Morton, IL | 360electrichvac.com | [email protected] | (309) 222-8328 | |
| Absolute Climate Inc. D/B/A CH Electrical | Southern Illinois except for the Fairview Heights area | chelectrical-services.com | [email protected] | (618) 318-6839 | |
| Accutek Systems Inc (D) | Within 50 miles of Paris, IL | accuteksolar.com | [email protected] | (812) 878-7343 | |
| Certasun (AV & D) | Chicago metropolitan region | certasun.com | [email protected] | (312) 638-0800 | |
| Greenlink Solar Solutions (D) | 100 mi radius from Rockford (not City of Chicago) | usgreenlink.com | [email protected] | (779) 201-3947 | |
| Iconic Energy LLC (D) | McHenry County, Boone County, Winnebago County, Dekalb County, Ogle County, Stephenson County, Lee County, Whiteside County, Kane County, Lasalle County, Carroll County, Lake County, Jo Daviess County, Rock Island County, DuPage County, Cook County, Kankakee County and Henry County. | iconicnrg.com | [email protected] | (815) 975-8303 | Pre-installation projects only |
| Independence Renewable Energy LLC (D) | Northern Illinois (2 hour travel distance from Sandwich, IL) | iresolar.com | [email protected] & [email protected] | (815) 250-6180 & (815) 414-1788 | |
| LMD Solar, LLC (D) | West Central, Metro East and East Central Regions | lmdsolarllc.com | [email protected] | (217) 313-5788 | |
| New Prairie Construction (D) | 1-hour travel distance from Urbana, IL | newprairiesolar.com | [email protected] | (217) 344-5131 | Does not service Generac components. Customers are encouraged to call with any questions. |
| Legacy Solar, LLC | 100 mile radius from Towanda, IL | legacysolarpower.com | [email protected] | (309) 231-3138 | |
| Oasis World Solutions DBA Sun Collectors | Within a 70 mile radius of Peoria, Illinois | electricaloasis.com | [email protected] | (309) 323-8260 | |
| Porter Electric (AV & D) | Central Illinois | porter-electric.com | [email protected] | (309) 241-5306 | |
| PSG Energy Group, LLC | Entire state | envelopgroup.com | [email protected] | (317) 457-8887 | Commercial, large DG, and k-12 projects only, no residential projects. |
| Sangamon Solar (AV & D) | 2 – 2.5 hours travel distance from Champaign, IL (or entire state with additional travel charge) | sangamonsolar.com/illinoisshines | [email protected] | (309) 207-6261 | |
| Sonne Energy Solutions, LLC (AV) | Within a 1-2 hour drive of Effingham, Illinois | sonneenergysolutions.com | [email protected] | (217) 864-8222 | |
| Southern Illinois Solar (D) | Central & Southern Illinois | southernillinoissolar.com | [email protected] | (618) 664-0931 | |
| SunSent Solar (D) | West Central, East Central, and Southern Illinois | sunsent.com | [email protected] | (636) 757-3083 | |
| Tick Tock Energy, Inc. (D) | Within 150 miles of Effingham, IL (including sites in MO, IN, & KY). Preferred service area (but not limited to) within 50 miles of 62553, 62401, and/or 62868. | ticktockenergy.com | [email protected] | (217) 994-9020 x2 | |
| Stateline Solar | Northern IL- approximately 2 hours in any direction from Lena, IL | statelinesolar.net | [email protected] | (815) 580-3011 | |
| ARF Solar LLC | Entire state | arfsolar.net | [email protected] | (618) 977-4248 | Maintenance/repair/installation work and Illinois Shines project application assistance |
Stranded customer shortlist installer Designee locator map
Click on a point to reveal details
Approved Vendor and Designee Eligibility to Assist Stranded Customers
To better assist stranded customers with identifying companies able and willing to assist them, the Program Administrator has compiled a shortlist of Approved Vendors and Designees interested in serving stranded customers. These entities must meet several eligibility requirements that are outlined below. Approved Vendors that apply are expected to have expert knowledge in navigating Illinois Shines application submissions. All entities that apply are expected to have a good record with the Program, and have the bandwidth to support these customers. There are a variety of procedural hurdles attached to applications and projects in stranded status. Approved Vendor and Designees that apply to be on the list must have the staffing availability to navigate non-standard application processes to ensure an optimal customer experience.
To learn about eligibility and joining the shortlist of vendors supporting stranded customers, stranded customer FAQs including the REC Adder, and to submit an application, please visit this page.
Eligibility requirements
- Must be a registered Approved Vendor and/or Designee through the Illinois Shines Program.
- Must not be currently suspended nor have been suspended or received any warning letters in the past 6 months. The IPA and the Program Administrator have the discretion to exclude a company based on ongoing investigations of Consumer Protections issues.
- Must have demonstrated a history of responsiveness to the Program Administrator and customers.
- If applying as an Approved Vendor, must have successfully completed a minimum of 20 Illinois Shines program applications, from signing Disclosure Forms to REC invoicing.
- If applying as a maintenance/repair/installer, must have successfully worked on 20 Illinois Shines projects.
- If applying as a maintenance/repair/installer, must have a certified ICC Distributed Generation installer on staff.