Every water heater project moves through four milestones, from the first quote to the homeowner's sign-off. This article gives you the big picture and points to the details for each step.
Milestone | What it covers |
1. Qualification | Customer info, system design, quote and credit check |
2. Notice to Proceed (NTP) | ID, title, portal sign-up, signed contract, Clear Facts Disclosure and ACH setup |
3. Installation | Install package: contracts, equipment details and required photos |
4. Customer Sign-Off | The homeowner confirms the install in home.palmetto.com |
Qualification
Qualification covers the basic customer and system details. Getting these right now prevents delays later.
Customer information
System design details
Completed quote
Credit check
In system design, you pick the fuel type first, then the type, then the size:
Gas: tank or tankless
Electric: tank, tankless or heat pump
Size: a tank capacity range (from 20 to 30 gallons up to 100 to 120 gallons) or a tankless flow rate range (from under 4 GPM up to 10+ GPM)
There are no home size or existing-system fields for water heaters, and no utility bill is needed. See Water Heater: Credit Parameters & Sending Contracts for how to run credit and send the contract.
Notice to Proceed (NTP)
NTP means the contract package is fully signed and executed. It's your go-ahead to install. NTP takes about 20 minutes when nothing goes wrong, so even a same-day emergency swap should clear NTP before the install. See Water Heater: NTP Requirements.
Installation
Installation is the final operational milestone. You submit the install package to show the work is done and documented. See Water Heater: Installation Requirements for the required documents and photos.
Customer Sign-Off
A quick confirmation from the homeowner that the install is complete and the water heater works as expected.
The sign-off checklist is available in home.palmetto.com from NTP. The 3-day window starts when you submit the install package, and runs alongside QC review.
The homeowner completes it in their home.palmetto.com account. They can do it on install day.
If the homeowner doesn't act, sign-off auto-approves after 3 days.
Funding requires both QC approval and the homeowner's sign-off.
Common questions
| Question | Answer |
A | Are cash, checks or credit cards accepted? | Not for NTP: ACH autopay must be set up to reach NTP. The quoted payment includes a $15 autopay discount, so paying another way later adds $15 a month, and card payments carry a processing fee. |
B | What if my customer doesn't have checks? | A bank statement showing the name, full account number and routing number is accepted in place of a voided check. Most customers connect their bank through Plaid instead. See Water Heater: NTP Requirements. |
C | Can the customer use the same email for multiple projects? | Only for the same property. Each property address needs its own email. |
D | How many times can credit be run? | Up to 6 times. |
E | When do the customer's payments start? | About 30 days after the install is complete, and at least 15 days after the first invoice. |
Need help?
Text INSTALLER to 888-531-3327 or open a chat in the Palmetto portal. Homeowners can call 855-339-1831.