ComplaintsforSuntria

• Initial Complaint

  07/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a call from a gentleman who works for sutria in December 2022 about solar after we talked about it we agreed to get it sweet talker I guess set us up and told us by *** we should be up and running Feb at the latest they sent some kids to install panels they broke my water hose and left debris all over my yard I called cause I had a broken panel on install and to report damages they said they would reach out to them. 2 weeks later we have a electrical crew come in with out notice and they damaged my wall and akitchen cabnite again contacted ******* and told him they said they would fix it the electricians left fast after damaging my kitchen. Another electrician showed up weeks later again no notice worked from 9am-7pm then came back the next day again unannounced at 730pm cause he had to finish up. I have called ******* every time I have had a issue and he says he will get it fixed from Feb to now I have called ******* 4times because no one else has shown up and I have 12months no payments but I still *** not have my solar turned on and that 12month no payment was supposed to help us save for our down payment to make our monthly payment lower but I am not saving nothing because I ***'t have my solar working just a waste of space taken in my yard not doing a dang thing. Everytime I contact ******* he acts like he didn't know it wasn't turned on yet. I'm about to contact a lawyer to see what I can do about it cause suntria ***'t give a s*** about the customers once they sucker them into signing them up and take thier money. They even made us put my husband on my house and told us we ***'t have to file it they just need it for thier paper work. They are crooks and I will not ever recommend them to anyone ***'t want anyone to have to go through what I'm going through. Panels installed january 2023 here it is the middle of july 2023 hot as s*** and my solar is still not turned on.

  

  Business response

  07/24/2023

  We apologize for the stress and inconvenience you have experienced during your solar process! It looks like we  are pending a date from field operations to relocate the electrical equipment. We have relayed this to our management team to get this problem solved ASAP and will update you when we have a specific date and time they will be there! 

   

• Initial Complaint

  06/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Did this as a favor to a family member selling. I can't blame him because he did nothing wrong. The process has been complete BS - my solar panels were installed last August 2022 and it is June 29th 2023. I had a project manager named *********************** that was helping me with the payment to the loan company because the panels are not working. Why would I pay a payment for something that is not working. They continue to tell me that they will get this done and fixed. NOW I'm being told there is a new contractor on this and it's not Suntria anymore. YET NOBODY has called me or text me or emailed me. I'm am SUPER disappointed with this service. Almost a year has gone by and they still don't work. Now she's telling me to take up the payment with some contractor that I have no clue who it is and they havent told me. I can't take this c*** anymore they need to pay off the load with goodleap and leave me alone i'll take it from there but I'm not going to keep paying a goodleap loan for no reason at all. I want the job finished or I want the loan paid off in full. Something needs to happen I'm super close to getting a lawyer and sueing you guys. I CAN'T BELIEVE HOW BAD THIS HAS GONE DOWN WASTE OF TIME WASTE OF MONEY AND ENERGY

  

  Business response

  07/24/2023

  Good afternoon! We apologize for the stress and inconvenience you have experienced through your solar process with Suntria! We have been able to supersede the major delay affecting the project and will be able to complete the job. Currently we are awaiting on our design team to complete revisions so we may send them over to the contractors for reapproval. Once these is completed, ETA 1 month, we predict this job  will be complete around September. We understand this is not as a quick solution, although we will update you once those have been approved and if there is anything else we can do please let us know! 

   

  Customer response

  07/24/2023

  yes, I was approached with this solution but nothing has happened yet. I have already had the GoodLeap loan going on now for nine or 10 months and just needs to get resolved right away, ethically this is not the way to do business. The loan is already charging me. They want the money I just want my solar done and finish. Or pay the loan off take the solar off my house. 

  

  Business response

  08/01/2023

  Hello! In the past we have been able to reimburse loan payments when a system is not complete, your project manager ***** will have more info and the qualifications for reimbursement. Please contact her and ask if this is an option for any reason you cannot reach her by Thursday please let us know! 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The job isnt finished. I signed the contract on April 15th and was told that the installation was complete about a month ago. As you can see from the attachments, it wasnt. Now I not only have to pay for high electrical bills I am going to have to start paying for a Solar system I cant use. They left a hole on the side of my house big enough for rodents and insects to get in. They also tapped in to my Air Conditioner control circuits and left non-water proof connectors. It has been pouring rain and Im surprised that my AC unit is still working. My main issues are that I am going to have to start paying for a product I cant use and they damaged my home.

  

  Business response

  07/07/2023

  Good morning! I apologize for the late response, it does look like we are getting ready to finish your install this coming week but I will respond  back with a specific date. We do offer reimbursement of payments if your system is not up and running yet, I have contacted your project manager and they should reach out to you as soon as they have a chance. If there is anything else we can do please let us know and we apologize for how your solar process has been! 

  Customer response

  07/07/2023

  This is the same response I have been getting for the last 6 weeks. I will be happy to withdraw the complaint once you have fixed the damage to my house and air conditioner control circuits. The hole in the brick is large enough for rodents to get in and the connections you made to my air conditioner are not water tight and we have been getting a lot of rain. It just a matter of time before the connections fail. I should not have to pay for damages to my home that your installation team created.  I was lead to believe that the installation would be finished before I had to make the first payment on the system and it doesnt look like its going to happen. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Solar system is only a few years old, still under warranty and contract. On 7/3/22 our inverter failed. It was not replaced until 10/12/22. 3 of the sunniest months of the year and we lost all production during this time, resulting in nearly $2k in energy bills. The replacement inverter did not have the communication system that the original did and I was informed we'd have to pay $385 to get it so it can communicate with out app. Since the replacement, I have not been able to monitor my system from the app as was part of the contract.They said the responsibility is on the inverter company and the inverter company said it's on Suntria. I was informed prior to this that there would be an annual check in on the solar production to determine whether the minimum amount of production for the year was met and if not, I would be reimbursed, however, after this event, I could not get anyone to provide any further information on this.On 3/10/23, my attorney sent them a letter demanding compensation for these losses and response within 30 days. No response was received. I have now been informed that they received the letter, but it seems their attorneys have simply decided to ignore the issue.It seems this company would rather force their customers into a legal battle than honor their contracts.

  

  Business response

  06/21/2023

  Good morning! According to the contract it does not specify that Suntria must do the work since we have moved our working locations, although according to our records you have received your replacement inverter, we as well gave you a referral company that can come out and get that replaced for you! I apologize for the miscommunication and if you have any questions or would like a different referral to do the work please let us know! 

   

   

  Customer response

  06/21/2023

  The issue is not who does the work.

  1. The inverter received and installed is one of lesser capabilities than the original - it does not have the communications capabilities the original had and I was informed I would have to pay $385 to purchase the part to get it to the same level of capabilities the original had. Because of this, I have not been able to effectively monitor my system - it cannot communicate with the app. The replacement should have been for one of the same capabilities which had my system communicating with the app just as it was before the failure. That was not accomplished without a requirement that I pay the above amount which is not my responsibility.

  2. The inverter failure caused the system to not produce the minimum amount guarantied for the system. There is supposed to be an annual review of the system's production to determine if it met its minimum production amount and if it did not, I would be compensated for the difference to offset my energy cost. This review did not take place. The failure cost me the amount stated in the original complaint, over $600 in energy cost/loss of production. This must be compensated for the failure of the system to produce energy.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon signing in February of 2023, the understanding was that this would be compleated in the time frame of a month it is now June of 2023 and it is yet to be completed, It was stated to us that our job had been put on the back burner due to being the only one in our area that is being installed at this time. We were charged for several items that we did not recieve. Upon the **************'s inspection the permits that they pulled were not completed placing this time frame even further out from compleation date.We were not informed that this project would place a lein on our house at all through this transaction. If we would have know this we would have canceled prior to installing.This company has been very back and fourth when communicating with us, we had to call several times just to get updates on the project. When they scheduled us for things to be worked on the dates changed with out notification of the change. This disrupted our family life and work in order to be home for this work to be done, while they didn't show up or notify us of cancelation.The system is still not fully completed or running at this time.

  

  Business response

  06/12/2023

  Good morning! As seen on the image provided it does give an estimate from ****** days till install is complete due to HOA permits being approved. Permits can take anywhere from ***** days to approve and that is where we have been seeing delays in installs. We do apologize for the lack of clarification of when your solar project would be completed, and we have let our upper management know of this miscommunication and are working on better informing homeowners. I also apologize for the inconvenience this has brought to you and your family, we have reached out to your project manager to reach out to you ASAP and better communicate the updates of your project! If there is anything else we can do please let us know or ask your project manager when they reach out thank you! 

   

  Customer response

  06/12/2023

  I do not have an HOA! I am out side of city limits in a rural area there is no permit to have to be obtained,  so I'm uncertain about that part of the response. At this point this company has been an absolute nightmare and we are at the end of the rope and disappointed to say the least. At this point the company can just have there equipment back, I am thankful that they will better their communication for the next person but, that does not fix how horrible this has been for us and our life. This also does not fix that there is now a lien on my house with out me being notified that this was going to happen. 

  

  Business response

  06/14/2023

  Good afternoon! It looks like we have installed your system June 12, 2023, we are waiting PTO which we have been told will be ***** days. Once that is complete your system will be up and running. We have asked **************** to reach out to you for any questions and concerns you may have. Again we apologize for the additional days till your system is up and running. 

  Customer response

  06/19/2023

  I would like to talk to some one about the fact that the company has a lien on my house when there has never been a missed payment. Also this was not communicated with us at all that there would be a lien placed. This is something we keep asking and no one will give a response to us. Also we want this justified/ explained we did not agree to that. This is a direct issue with other life plans and no one has reached out to help us with this issue, it keeps getting ignored when it is brought up and subjects get changed. 

• Initial Complaint

  05/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Elderly bed ridden Aunt signed contract with suntria in June/July 2022 because She has power blackouts and has to be on oxygen 24/7. Panels and wiring were installed in November of 2022 and the guys that did the installation were great. Nothing has been done since! ************* has been here twice now and suntria never showed to finish installation. Have contacted ***** (project manager)many times to try to get suntria to complete contract but nothing is being done. 6 months so far and now they dont answer phone calls or emails. I dont care who dropped the ball on this, just want the contract fullfilled. Worst customer service I have ever seen! Also Aunt was told She wouldnt have to make payments on system until it was done-That is a lie! When asked to get the number for someone higher up the ladder, requests are denied. Guess its time to talk to Lawyer!

  

  Business response

  06/21/2023

  Good morning! We apologize for the delays during your solar process and the lack of communication you have been receiving. After checking in on this project it looks like we are waiting PTO, once that has been approved then we can get the system up and running. We are hoping PTO will be approved as soon as possible but it could be a week before it is. Again we apologize for this delay and the inconvenience this has caused for you and your aunt! 

  Customer response

  06/21/2023

  Aunt was without power for 2 days-Electrician was told all he had to do was run 3 wires when in reality he had to replace the pedastool. Suntria has not contacted Her once since the process started- We have had to call numerous times before someone answers the phone. She was promised it would be up and running in 3-6 months-Its now been a year! Suntria worker doesnt show up when work is supposed to be done and electric company claims its normal. We were told it would take 30 days to finaly get it hooked up and not a week.  I dont understand how You stay in business without communication with Your customers! Were also told She wouldnt have to make payments to solar AND electric bill at the same time. She has made numerous payments!

• Initial Complaint

  03/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I wish I could leave negative stars. There sales people are truthful. They stated that we weren't signing a contract and were under no financial obligation. We decided not to do the panels at this time and we got a bill for $1,168 and they stated we signed a contract which was a lie. We sent in a cancellation email but were told it was past the date of when we were suppose to send the email. Well the letter was dated for August 24 but the letter was post marked August 29. I sent an email on the 30 when I got the letter. I am still fighting this and it has now been sent to collections. This will be resolved but I NEVER suggest doing business with these people.

  

  Business response

  03/22/2023

  Good morning! We apologize for the stress and inconvenience the process has been. We will have someone reach out to you ASAP and get started on helping you out! 

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last 06/2022 ****** came to my door to offer this service, it was way to good so i took it. It took them 5 months to install the solar panels which was back in 11/2022. Then they said they couldn't turn them on until Garland **** came to inspect them. I had to travel out side of town on December so we scheduled the inspection for 01/2023. On that day Suntria's technicians arrived at around 8Am they cut my power off and connected a generator because my daughter works from home so she needed the internet, anyway they came and replaced the *** box where the electric cables are connected and like 5 different trucks from Garland **** came as well (why too many? ) but one of *********** Inspectors gave suntria the green light for them to turn panels on ( thats what the technician from suntria communicated to us) He said the only thing they were waiting on was for them to replace a piece from the registration box and said that "they were not going to leave until they were done and the panels were on" But as soon as i left to go to the store they took off, told my daughter that the piece they were waiting on was not going to arrive today and that they were not going to be able to turn on the panels. I contacted ************************* and she never answered, contacted ****** also never answered he just responded to my text messages and directed me to ******. I contacted ************** called him and he hung up my call and BLOCKED ME! Contacted ******* he actually re-schedule a second inspection after I called him to let him know the technicians had left and didn't turn them on. He scheduled an inspection for. Wed January 22nd 2023 and a guy from Suntria came at 8am and was here the whole morning and left around 12pm because the inspectors never arrived. Now im left nowhere calling everyone nobody answers my calls or they block me no one has followed up and I have already made one payment and the next one is coming up. I need answers! I demand for someone to follow up and finish what they started.

  

  Business response

  03/10/2023

  Good morning ****, I want to apologize for the stress and the inconvenience during this process. I have made note of all the details you have given and have passed it over to the **** our office is closed today, although I will be giving you a call Monday morning to help get this resolved ASAP! I apologize again for this and will chat with you Monday morning to get this fixed! 

   

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  See attached.

  

  Business response

  03/10/2023

  Good Morning, if you can give me information about your account details and what help you need I can get you in contact with the correct people. I apologize for this inconvenience and will do everything I can to get the help you need! 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We got solar with Suntria a few months back of 2022, we were told we would not be getting two bills but we have. Were already getting charged even though the system is not on and failed inspection! I have tried getting in contact with both project managers as well as the salesmen and I have not got a single reply. At this point I think its better to end the contract as we are now paying more than what we were supposedly to be saving.

  

  Business response

  03/10/2023

  Good morning! Our offices are currently closed today, although I will be reaching out to you personally Monday Morning to get this fixed and sorted ASAP. I apologize for the inconvenience and we will get this resolved! 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩