ComplaintsforSunbright Solar, LLC

• Initial Complaint

  12/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am filing a complaint on my behalf against Sunbright Solar. I started the solar process in Aug 2022 and knew it would take some time. After my project approval by TEP in October, I did not hear any information regarding my install date from Sunbright. I had to reach out to Sunbright to find out if I would have an install date set. I was told they are fully booked for November and would hear back at the end of November for my install date for December. Once the end of November came, yet again no communication. I had to reach out again requesting an install update and was told again my project would be pushed back to January. After the run-around, I decided not to move forward. I have lost confidence in the company. When I explained my concerns to a rep by the name of Adrienne, I was told I was acting silly and ridiculous. Once, I told the lady I would not be treated this rudely and that I wanted to speak with a manager. She would not pass me on to anyone else and told me she was the company's owner. I was told that I would accrue fines for canceling my project. I told the rep that I would file a complaint, as that was never discussed or explained to me during the salesperson visit. I wish to file a formal complaint as one I haven't received any product, and this was an expense that was not explained to me during the sale.

  Business response

  12/16/2022

  Sunbright Solar strives to provide the best customer service and installation practices. We are saddened to hear the clients expectations were not met and wanted to cancel the contract weeks prior to installation. The main complaints made were communication and the project taking too long, and a promise of a December installation date that was never communicated to them in our logs through project management. We never called the client silly, all that was trying to be conveyed was it seems silly to cancel this late in the project and lose the TEP export rate and outstanding financing that was secured for the project, that in this volatile rates market, is no longer available. Unfortunately those points were not able to be communicated due to the clients anger and frustration in the matter. It is unfortunate that we as a company spent time and money to fulfill our end of the contract in every way and the client doesn’t seem to understand there is a cost to doing business that we need to recoup.
  
  As of this response there has been no further direct communication with the client nor has a bill been sent to recoup our losses for administration, engineering, and permitting costs.
  
  Below are the communication logs and details in regards to cancellation terms in the signed contract provided to the client. 

  Timeline of Events and Communication Logs 
  
  Contract Signed  8/15/2022

  On Site Survey Completed  8/24/2022

  Equipment Placement Concept Set To Client for approval 8/31/2022

  Change Order Signed by Client 9/7/2022

  Concept Approved by client 9/15/2022

  Submit to Engineering for plan set 9/21

  Customer Notified

  Submit to AHJ for permit 9/21 Customer Notified 

  Submit to TEP 9/21 Customer Notified 

  TEP Approval  10/2 Customer Notified 

  Updated Provided to Customer 10/10 Hello, How are you? Just want to touch base with you and provide a quick update on your project. We received approval from TEP but are still waiting on the permit to be issued. Once the permit comes through, we can take a look at the schedule. I'll keep you posted.If you have any questions in the meantime, please let me know.
  
  Customer Response 10/13 That’s good to hear. Exciting we are getting closer. 

  Updated Provided to Customer 10/31 Good morning, How are you? Thanks for reaching out. We did receive all approvals to move forward. Your project is currently in line for scheduling. Please note, we are currently booked through the end of November and there are several projects ahead of yours. Once we get closer and more projects are added to the schedule, we will have a better idea of when your installation will start. I will reach out with an install date as soon as possible. Thank you for your patience. If you have any questions in the meantime, please let me know. Have a great day!

  Customer Response 10/31 That's a little frustrating, so there's no time frame to get on the schedule. If they are already booked for November, when will I know the date for December? 

  Sunbright Response  11/1 Hello, To answer your question, we will add the next projects in line to the schedule once we get closer to the end of November. As mentioned, there are several projects ahead of yours which make it hard to say when exactly your installation will start. As we get more projects scheduled, we will get a better idea. We are doing what we can to get to everyone as soon as possible. Thank you for your patience and understanding!

  Customer requested update 11/28 Hello, I am following up to find out if there is any information on an install date.
  
  Update provided to Customer  11/28 Good morning, I do not have an exact date for installation at this time. However, it looks like you're in the group of projects up next for scheduling in January. We will get the next group added to the schedule once we get into December. I will reach out with an install date as soon as possible. Thank you for your patience!
  
  Customer Response 11/28 I was told I would be put on the schedule for December. What happened to that? I am unsure if I will be moving forward if that is no longer the case. I have been in this process since August. I do understand this takes time, but January will be five months. I was told I would be put on the scheduled for December what happened to that? I am not sure I will be moving forward if that is no longer the case. 

  
  Complaint Forwarded to Upper Managmement 11/28

  Sales Rep Response to client 11/30 I feel your frustration and understand this has taken longer than expected. I truly apologize on behalf of Sunbright Solar.  We did have some unforeseen setbacks, we were robbed and sure didn't see that one coming. Again I apologize, I know I don't have any control over the installation dates but if I did I would be sure to get you addressed first. Sincerely

  Call to Client to Schedule  12/5 Client given January 16th Date for installation. Client stated she was unhappy with our communication and wanted to cancel because she was promised a December Installation date. Client was informed she was able to cancel but that we would be seeking compensation for the costs spent to get her project ready to schedule and that billing would be sending that to her. Client was extremely upset she would be receiving a bill although her contract clearly defines termination after the 3 day grace period. See Below. 
  
  Contract states: The solar system will be installed within 90 -120 days of an executed contract (provided payment has been made in
  accordance with this Contract). If conditions occur and Sunbright Solar LLC cannot install the system within 90-120 days,
  Sunbright Solar LLC will have the system installed no later than 180 days of an executed contract with payment.
  Note: Sunbright Solar LLC's intention is to install all solar systems within 90 days of executed contract. Sunbright Solar LLC
  will communicate with system owner upon all milestone completions through the preferred method and frequency of the
  owner. If delays are going to be expected Sunbright Solar LLC will inform the customer so they are completely aware of all
  conditions. Note: Sunbright Solar LLC's intention is to install all solar systems within 90 days of executed contract. Sunbright Solar LLC
  will communicate with system owner upon all milestone completions through the preferred method and frequency of the
  owner. If delays are going to be expected Sunbright Solar LLC will inform the customer so they are completely aware of all
  conditions. Any change orders and/or unusual weather might delay or otherwise affect the completion date. Customer is aware
  the project is subject to design, jurisdictional and HOA review, permitting, inspections and manufacturer/distributor
  delivery of equipment.

  Respectively these dates are 11/13/2022, 12/13/2022, 2/11/2023
  In Regards to Cancellation- Every client is given their 3 day right to cancel, without penalty or obligation. 
  Article 10 - Termination of the Contract

  10.1- Should the Owner or the Contractor fail to carry out this contract, with all of its provisions, the following options and
  stipulations apply:

  10.1.1- If either party defaults on the contract, the non-defaulting party may declare the contract in default and proceed
  against the defaulting party for the recovery of damages incurred as a result of said breach. In case of a defaulting Owner,
  progress payments herein mentioned shall be applied to the legally ascertained damages. After settlement for damages,
  the ownership of materials supplied may be assigned to the owner for the remainder of any progress payment.

  10.1.2- In the event of a default by either party the non-defaulting party may state his intention to comply with the
  contract and proceed with an action for specific performance.

  10.1.3- In the case of a default by Owner, Contractor may accept the progress payments as liquidated damages. If progress
  payments do not cover the expenses to date, Contractor may make a claim to Owner for work executed and for proven
  loss with respect to equipment, materials, tools, construction equipment and machinery, plus reasonable overhead and
  profit less any funds advanced on the project by the Owner.

   

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