Enpal: Solar start-up admits problems with network operators

The solar start-up Enpal has admitted to its employees that it has problems working with other energy companies. This emerges from an internal statement to the workforce, which is available to Capital. With the memo in an internal Teams channel, the communications department of the billion-dollar solar system provider responded on Monday to a detailed analysis of Enpal’s business model that Capital published over the weekend.

“We are very aware of the problems”

Specifically, it is about data exchange with municipal utilities and other companies to whose networks Enpal customers’ photovoltaic systems are connected. Capital was able to view complaints from almost 20 companies from the beginning of 2022 to summer 2023, which had complained to the rapidly growing solar start-up about the slow or missing communication of electricity meter readings from Enpal customers – which is why they complained to the affected households In some cases, they were unable to issue invoices for the remaining amounts of electricity purchased from the network. As a so-called measuring point operator, Enpal is obliged to communicate such data to network operators. However, several municipal utilities also complained that Enpal did not respond to their reminders. Some therefore also informed the Federal Network Agency, which is responsible as the supervisory authority. In response to questions from Capital, Enpal had not yet officially commented on these problems.

In its statement for employees, the Enpal communications department now wrote: “We are very aware of the problems with the network operators and we are setting up a sustainable process so that our customers can use the technological advantages of the VPP in the future.” VPP stands for Virtual Power Plant, i.e. the interconnection of many decentralized power generators and storage facilities at Enpal customers to form a virtual power plant that can support the power system – for example by supplying so-called control energy on demand. However, this requires a functioning data exchange with the network operators.

In addition, the internal memo also addressed customer complaints about quality deficiencies in the installation of solar systems. It says: “Of course there are always cases in which we do not meet our standards (towards customers and employees). But we actively work to keep these cases to a minimum.” Enpal is investing “massively” in customer satisfaction and is “continually developing positively,” wrote the Enpal communications department. The start-up also made similar comments during its research on detailed questions from Capital.

Numerous complaints about the company can be found on online review portals. As part of the research, several customers reported to Capital about specific problems, including unreliable fitters, botched construction or weeks of radio silence in customer service. According to Capital information, there were at least a three-digit number of problem cases last year. In 2022, Enpal installed around 18,000 solar systems for its customers. This year, according to internal planning, the number is expected to increase to at least 34,000 new systems.

Enpal speaks of a “unique success story”

The Enpal leadership attributes the criticism not least to the success of the rapidly growing company. “Yes, we are growing strongly. But the energy transition requires that Enpal (and many other companies) quickly make the technology available to people in Germany to produce and store renewable energy,” the information says the employees. The reporting is “a consequence of the unique success story of which we are all a part.”

When contacted by Capital, an Enpal spokesman confirmed the company’s internal news. The managers were informed on Friday – and the entire organization on Monday, he said. In terms of content, he did not specifically address the points.