ComplaintsforSunPower by Sun Solar

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ********* by sun solar. Has neglected there duty to provide adequate and timely repairs to a solar system with battery backup. This system is less than a year old and has been broken 4 times and each time taking a month or better to fix. Sun Solar blames the issue on wifi **nnection and unavailability of parts. ********* blames sun solar for never even putting in work orders for repair work. I'm not a solar installer. If the monitoring system needed to be close to a router they should have installed it there. If they are installing systems they have no parts for or the ability to get parts for repairs in a timely manner they shouldn't be out selling systems. I've called both ** multiple times only to get a runaround. Meanwhile I'm on the credit line for over ****** and racking up energy bills because solar is not working as it should.

  

  Business response

  03/14/2024

  Sun Solar is taking a look into this complaint. We will reach out to ****** as soon as we get the appropriate action needed for this issue.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have made numerous calls for repair to the Photovoltaic System purchased and leased from this company I make current monthly payments to and the manager ******************* promises his employees that he will call me to resolve this problem but every week I call he never calls back to give me and update, For 1 year 1 month and 15 days there was no production coming from my panels and I paid not only for the panels monthly but the increase in my electric bill until a technician came out and serviced the panels. They offered $300 for what I calculated to be monthly payments totaling $2497.50 for the dates 03/10/21-04/25/22 paying $185 a month and still current and paying. This is the first issue left unresolved and currently my panels are not producing properly cause it clearly shows on the app I use to monitor it as well as my electric bill increased. ************** finally promised a technician to call me and come out to repair or service the panels because one system I has very low production. Ive had this system from 2016. I believe they have breach our contract together not coming out to service or repair taking months now years to resolve. All this time I have not stopped paying them. Im looking for the return of my payments for the months it was not working or producing energy and the ongoing repair needed currently which I have been calling every week since with no response. This is the second time I have reported this issue to BBB in which they have contacted me immediately after but no resolution. I no longer want this system on my home because they are fast to take your money but fail miserably when you need help for repairs. Also they failed to sell me a battery thats now obsolete so Im double charged by the electric first to store the energy my panels are producing and second Im charged when I need to use it. I would like proper compensation asking for the 1 year 1 month and *************************************************** my electric ************* contract!

  

  Business response

  09/28/2023

  This not our customer. We have no records under their name/address. They have confused ** with another company. We are Sun Solar. 

  Customer response

  09/29/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me because its another sunpower company not this one. I will make a complaint to the BBB in *************. 
  Thsnk you.,

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Estoy pagando por mis paneles y estn descompuestos hace como un ao, nadie viene a arreglarlos, les llamo y les llamo, me dicen que van a mandar a un tcnico a que los revise, vino uno y solo corroboro que no sirven pero nadie a venido a arreglarlos. ****** me engaaron con el contrato, me dijeron que sera por 15 aos y cuando ped la copia el contrato era por 20 aos y con una firma que yo no hice. Quiero romper el contrato con ellos y que se me reembolse por todo el Tiempo que e pagado sin que funcionen, no e querido dejar de pagar por no arruinar el crdito. Les llamo y nadie me contesta y nadie viene a arreglarlos. Gracias espero me puedan ayudar.

  

  Business response

  09/26/2023

  This not our customer. We have no records under his name/address. He has confused with ***************. We are Sun Solar. Spanish: Este no es nuestro cliente. No tenemos registros bajo su nombre/direccin. Se ha confundido con otra empresa. Somos Sun Solar.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Delay of nearly 2 years in properly diagnosing a failed solar optimizer at our property has resulted in $5,083.82 in TrueUp bills for a property that averages $600/year. While the solar optimizer was covered by warranty, our ability to utilize the warranty was completely dependent on the installer's proper diagnosis. We first reached out to SunPower by SunSolar regarding the issue November 3, 2021 and did not receive a correct diagnosis and repair until March 22, 2023. During the delay, SunPower by SunSolar (specifically Ms. R**** *******, who is no longer employed with the company) repeatedly deferred responsibility and attempted to use this failure as an opportunity to sell us additional solar panels for our property. A drastic and immediate change in our PG&E billing can be seen from the date the optimizer was finally replaced (March 2023). We drafted and sent a letter to the owner Mr. ***** **** detailing our experience and requesting (1) financial remedy for their part in this failure, (2) internal communication review within the company and (3) a clear & responsive path forward is provided should future troubleshooting needs arise with this system. This letter was faxed on June 20th as well as received by Mr. **** via USPS certified mail June 23rd, 2023. As of today, July 10th, we have not received a response. For a company that touts their warranty-backed installations and care as their major selling points, their business reputation is only as good as their ability to follow through on those promises. As stated in our letter, we maintain hope that this can be settled directly and this issue can be prevented moving forward for any future interactions with this company for any of our other properties.

  

  Business response

  07/10/2023

  This customer purchased a home with a SunPower lease on the house. This is a SunPower Corp complaint not a Sun Solar complaint. 

  Customer response

  07/10/2023

   I am rejecting this response because:
  
  Good afternoon,
  Upon reviewing the communication history in our case (ID ********), the business has replied with erroneous information.
  In response, there was no existing lease on the property at the time of purchase, as outlined in our letter attached to the original complaint. The SolarEdge panels were purchased outright from SunPower by SunSolar and are owned by us. The designated installers & technicians are SunPower by SunSolar, 8803 Scobee Ct.

  Please find below documentation outlining our payoff of the previous owner’s loan effective 8/21/2020, prior to our taking possession of the property.
  

  
  

  
  Thank you,
  L****** * ***** *****
  

  
  

  
  

  

  Business response

  07/10/2023

  The homeowner purchased this system from the previous homeowner. The previous owner had only an installation agreement with Sun Solar. They have a warranty with the manufacturer but they have no contract with Sun Solar. Sun Solar is willing to do warranty work but they are not responsible for operation, maintenance, or loss of use. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is ******** ****** ******* and I originally inherited a SUNPOWER solar system from the previous homeowner. I am writing to the Better Business Bureau because I believe that there was a lack of transparency with the lease contract that I inherited. I was never informed about the early buyout option. In fact, a company representative never contacted me to go over the terms of the lease contact. I just happened to run across the early buyout option when I decided to review the contract to determine whether there was some type of early termination clause. I never thought that the lease contract would include an option for purchase. Unfortunately, the early buyout date was on September 1, 2021. As a first-time homeowner, I acknowledge that I did not have much knowledge about solar leases and/or purchases - nobody in my family had ever owned solar. My husband and I were just two naïve individuals right out of college. If I would have had the option to purchase the solar system instead of leasing, I would have opted for the latter. At this point in time, I am just trying to make sure that we have the most cost-effective options when it comes to our finances, so that we can afford surrogacy after multiple failed IVF attempts. I understand that this may be too much information, but this is the reason why I am so adamant about an early buyout option. I know that a buyout will save us more money in the long run. Therefore, as a loyal customer who has never missed a payment, I am pleading for another early buyout opportunity. Thank you for your time, ******** ****** ******

  

  Business response

  05/30/2023

  This is a SunPower complaint and should be directed to SunPower's corporate page. We are am installer. 

  Customer response

  05/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me…I am contacting headquarters.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought our Solar panel from Sunsolar sales rep A***** ********* in 10/2015. He verbally promised us that solar generation will be monitored by their company and alert us whenever issues arise in the future. NO monitoring instruction nor TOOL/App/Device was given to us. A***** did not mention monitoring our solar generation by checking our PGE bill nor sat down with us to teach us how to monitor. In late 2019 or early 2020, R****** received a call from R*** of Sunsolar informing her about low energy production of our solar panel and he did manage some correction online accordingly. We didnt know R*** at that time, he introduced himself us SunSolar employee in charge of SunSolar energy monitoring. In 12/2021, R****** did call PGE to inquire why our end of the year PGE Tru UP went up to $2254.15. PGE advised that we call our solar provider. So R****** called SunSolar and spoke with R*** who did his evaluation and was assured solar panels were working and generating energy efficiently. He also said we were entitled to a free solar cleaning and arranged one for us. In 12/2022,our annual end of the year Tru up went up to $5615.88 unbeknownst to us. We did not do any monitoring of solar output as we relied on the assurance that it was being monitored for us by SunSolar and will receive a call when problem arises. We reached out to PGE and they said our solar panels were not generating energy since 7/2021 up to present.This is a significant contrast to the false assurance provided to us in 12/2021 by R*** of Sunsolar. We reached out to Bobby Blackmon SunSolar on 1/29/2023 and he said our PGE bills are under review by D****** On January 31,2023 A***** ********* called us. He was our sales agent in 2015 and now VP of Sunsolar. He sent *****, service man and diagnosis of Faulty Inverter was given. We spoke with A***** ********* twice, January 31 and February 6,2023. His opening statement was " I remember few years ago, our initial discussion was that you are interested in Leasing and then you changed to Purchase. Because you bought the equipment, you are solely responsible for monitoring your energy generation." We told him that we had an entirely different discussion with him. SunSolar promised to monitor for us and inform us of any problem. No monitoring instruction device/tool was shared with us. How are we supposed to do monitoring if we are not given the instruction or gadget to do it? If we are supposed to monitor our own solar output, why did R*** contacted R****** in late 2019 or early 2020 to inform us that our panel is generating less energy and took action on it ? Both conversations with A***** ********* were unproductive, heated and futile. He is very dismissive and not helpful at all. He claimed to have discussed case with Scott R***, President of SunSolar. They will not share the cost to pay PGE. He insisted that we should have monitored energy generation via PGE bill and refused to take any responsibility in sharing the payment of the bill. We feel that A******* recommendation to use our PGE bill as monitoring tool is a mediocre way to monitor our panels. PGE reiterated that PGE Bill is not the ideal way and there should be a device/tool given to us. Relying on our PGE bill wouldn't allow us catch the problem on a timely basis that enables us to intervene appropriately. We just found out yesterday that 3 people WE previously Referred to Sun Solar ( D*** ***** ****** *****) were given monitoring instructions and all provided with SunSolar app in their phones used for monitoring that was never shared with us by A***** in 2015 and yet he expects that we do the monitoring ourselves. Like many million consumers , we purchased the solar panel with the hope of eliminating expensive energy bill. It hurts to find out that our panels are just resting on our roofs and not producing anything. Had proper evaluation of solar problem been provided during 12/2021 call with Sunsolar, this HARM should have not reached us. Had A*****, provided us the monitoring tool /app and guided us with monitoring instruction, we could have prevented this end result. They could have sent their team and replaced the faulty Inverter as early as 12/2021. It's Sunpower's abandonment of their promise to monitor energy generation, failure to provide us a monitoring tool, and misdiagnosing our concern raised in 2021 that led us to this costly bill. We were unable to reach an agreement how to resolve the disagreement that is fair and just to both parties. A***** keeps on putting the entire blame on us and vehemently denied any responsibility. At the end of our conversation on February 6,2023 ,out of frustration and not resolving our disagreement, C******** told him that he will be hearing from our attorney as we don't know anymore how to resolve the issue. A***** ********* ,said " You are threatening our company so I will not talk to you anymore. After that , We asked him when the replacement inverter will arrive and he initially said , " I dont know ". I told him he should know as he was the one who placed the order and should give us information. Then he said, order was sent to Solar Edge and will be sending the new inverter in 2-3 weeks. That ended our communication. We are paying our PGE Bill monthly but wasn't aware and knowledgeable of all sections pertaining to the NEM charges. Our understanding is that TRU UP comes annually at the end of the year(December) thus we weren't able to monitor rising NEM cost. As we share the responsibility of not understanding our PGE Bill in this aspect, we will pay 25% of the total Bill. Remedy sought: 1. Sun Solar pay 75% of PGE TRU Up 2022 (75% of $5615.88 is $4211.91) January 2023 ( $643 75% is $482.25) and reimburse 80% of our 2021 ( $2254.15 75% is $1690.50 ) Tru Up. This time period ,we weren't aware our inverter was faulty. Total amount requested from Sun Solar $6384.57 2. Provide a solar monitoring tool/app for more efficient monitoring and preferably Bobby Blackmon to help us with this. Since SunSolar is abandoning their promise to monitor our panel energy generation, they should send someone to teach us the proper way to monitor our panels with solar monitoring phone app or any latest device. The will help avoid this incident from happening again. We will not rely on our PGE bill to do the monitoring. 3. Replace the faulty inverter as soon as possible and update us via text or letter as to when this will happen so everything is well documented. 4. We prefer to speak to other SunSolar representative EXCEPT A***** ********* due to his dismissive and unhelpful business behavior. Our buyer-seller relationship has been compromised.

  

  Business response

  02/13/2023

  R****** and C******** are customer's of Sun Solar. 

  
  

  R****** and C******** originally signed up for a lease and at the last minute decided they wanted to purchase their system. Owning their system requires an additional level of monitoring by the homeowner. The account holder with PGE is solely responsible for any utility charges. Their agreement does not include any reimbursement for down time making it even more important they review their utility bills. If they had continued with a lease they would have had roughly 15 cents per KWH reimbursement from the lease company. Their agreement does include access to monitoring which it is their responsibility to maintain and access. At the time of installation we "commissioned" the system and created monitoring access. If the homeowner isn't home or doesn't have time to go through the process they need to follow up. On Dec 21 2015 we commissioned the system for operation and sent the welcome link for monitoring. The monitoring account was established using the name R****** Abary and the email r**********************. The system worked as planned, there were a few general warranty issues along the way but all in all it was a very successful first 6 years. It is common in the solar industry for homeowners to lose track of their system and their monitoring because it is out of sight out of mind.  There was an issue with a true up related to additional use at the house above and beyond what the system was capable of producing. Our records indicate that this happened in Dec 2020 and follow up continued in Jan 2021. After this true up statement the A****** chose not to monitor their system or their PGE statements. Follow up would be required from the A****** to ensure no PGE costs were not being accrued. Sun Solar's service department does not indicate that we are actively monitoring systems and the homeowner may disregard their utility statements. We have access to their monitoring and sometimes as a good faith effort to ensure success we catch issues before they become full year issues. PGE generated a statement every month showing the A****** had a growing true up statement in 2022. Only the PGE account holder can see these unless they send them to us for review. Which we encourage on a regular basis. Sun Solar is not suggesting this is the only way they could have monitored their system but very clearly shows the growing liability on the first page of the bill. Once receiving the bill stating the true up bill was due the A****** sent us all 12 bills showing they had access to them (which I have included). They are welcome to call us anytime they like to review their PGE statements and their monitoring. They are also welcome to send us their bill for review every time PGE generates a new statement. Sun Solar is their warranty servicer and when we had it brought to our attention the system they own was not working we promptly schedule a site visit, diagnosed an inverter failure, and we've requested a replacement from the manufacturer. 

  
  

  
  

  Sun Solar has acted under and completed all of its obligations with regard to the installation of their system. Sun Solar Does not have an operations and maintenance agreement with the A****** that would cover any down time or reimbursements for downtime. The A****** have had an above average experience for the first 6 years of their system. As a company Sun Solar takes its contractual obligations very seriously, we cannot take financial responsibility for situations that arise outside of our installation Agreement. We take pride in handling all issues that arise within the installation agreement and warranty processes provided by the manufacturer. I have included their agreement and shown that any warranty is furnished by the manufacturer. They can also see there is no reimbursement or promise of active monitoring and push alerts. 

  
  

  A***** ********* 

  
  

  6*********

  

  Business response

  02/28/2023

  Please review our previous response to this issue. I have called BBB to discuss. Sun Solar has met all of it's obligations with regard to service and warranty on this project. 

  
  

  A*****

  Customer response

  03/03/2023

   I am rejecting this response because:
  
  We have already explained the matter as best we can.  Sun Solar maintained a professional working relationship with us.  By doing so, Sun Solar had a duty of care to monitor, inform, and guide us on the utilization of our product as any reasonable company would in the same or similar circumstance.  Sun Solar fell below the standard of care by failing to assist in monitoring, guiding and informing us of latest occurrences on the product. Falling below standard expectations lead to the use of a faulty inverter overtime, unbeknownst to us, which has driven the payment of burdensome, unnecessary, costly bills. Sun Solar should have known of the faulty inverter as it was in a position of trust and would have been better aware, as would any reasonable company in the same industry.  Sun Solar fell below reasonable expectations in alerting us to the faulty inverter, an aspect of their monitoring and informing service, whereby costly, expensive bills would have been prevented.  To this day, we live with a faulty inverter, which Sun Solar claimed would be replaced, after 2 weeks have gone by.  Such conduct has added, yet, more unnecessary costs to the bill payment.  This is a breach of Sun Solar's standard of care, thereby leading to continued, ongoing financial harm upon us.  We seek Sun Solar to to pay for the costly financial harm it has lead to.  We are open to sharing one-fourth of the bill payment as we acknowledge a professional relationship exists.  Looking forward to BBB's decision on this matter?
  

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  It has been two years since we purchased our solar panels from this company and twice they have had to come out and redo our sensors because of faulty equipment they have installed, on top of that we are supposed to be getting 9.15 kW with our solar panels to help cover our PG&E use, our solar panels from what we have seen through our app has never produced 9.15 kW and I have never seen it produce more than 7.5 kW even after cleanings, I also had PG&E come out to check the meters and they are working properly. We have been trying to get an answer for this from this company for months now I have called multiple times and every time I have called I was told that no one was in the office or available ***** or specific person who supposed be helping us refuses to call us back and answer my questions, after multiple times of getting the same excuses I’ve let them know I was going to seek a lawyer for a lawsuit if no one got back to me to answer my questions about this and that was two weeks ago still no phone response. For the past two years I’ve had very high Trueup bills and we have saved no money and I feel our panels are still not producing like they should be.

  

  Business response

  02/08/2023

  We have been in constant contact with the customer. Per a conversation last week the homeowners had an issue with the manufacturer of their Microinverters. They settled that claim with the manufacturer according to that conversation for roughly $1250.00. The customer has had two issues that resulted in a loss of 30% production and 37% production. Both issues were a result of SunPower microinverters. We have since replaced a breaker and ensured the system is working to the best of its ability. This complaint is with regard to SunPower’s known microinverter issues and their policies and procedures. Not Sun Solar as the installer. Sun Solar has responded and done everything we can according to the warranty and manufacturer best practices.

*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. ↩