Complaints

This profile includes complaints for Sun Gold Power's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sun Gold Power

  Mission Viejo, CA 92691-3149

• 

  Sun Gold Power

  72 Fairbanks Irvine, CA 92618-1668

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a solar panel kit from Sun Gold Power on February 2. After installation the kit worked for a couple weeks and then started to fail. The battery capacity is only a fraction what was advertised. I had to call technical support several times to identify which battery was sent to me. The inverter and battery were not configured for each other. The user manual is vague and error ridden with spelling and grammatical errors. I had to provide pictures of the equipment to Sun Gold Power. They didnt even know which products they sold me! The Inverter has failed repeatedly with flashing red warning lights and alarms. Every time the battery charges alarms go off and red lights flash. I'm so disappointed with the product and Sun Gold Power support.The battery is rated for 100 amps per hour. After discharging 10 amps for 2 hours the battery is dead and requires charging. The inverter shows 80% capacity but the battery is dead. After downloading battery data and sending it to Sun Gold Power, I was told this is normal. None of the equipment performs as advertised. Technical support cannot diagnose the issues and expect me to do it for them. Ive created a spreadsheet documenting all the errors in the manual. Ive installed several versions of software and downloaded drivers to send data files to Sun Gold Power. Ive talked with technical support repeatedly and told to try something else every time. I just want my money back.I have wasted so much time and money on this product. Now I know, dont but Sun Gold Power products. Ive asked for a refund several times. Every time Ive asked for a refund Im told to try something else. I doubt anyone get 20 years of service out of Sun Gold Power equipment. I didnt even get 2 months of service. Sun Gold Power falsely advertises, does not honor warranties and does not support their defective products.

  Business Response

  Date: 04/08/2025

   Dear *****,
  
  Thank you for reaching out and sharing your experience with our product. We sincerely apologize for the inconvenience and frustration this has caused you. 
  
  Please kindly understand that the solar system's performance can be impacted by many factors. Based on the information you have provided so far, there is a high probability that the product itself is not defective. However, we deeply respect your concerns and your decision.
  
  We kindly ask you to provide the products and package pictures to proceed with the return and refund. Detailed requirements have been sent to your email. This information is used to show the product's status before shipment and apply for the return shipping label.
  
  Hoping to get your cooperation to speed up the return and refund process.
  
  Warm regards,
  *****
  ************************************************************
  ****************************** | Office ************

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with both the product and the customer support I received from your ********** recently purchased an inverter from Sun Gold Power, but it does not work at all. When I reached out to your technical support, I was assisted by an individual named J., who was unhelpful and dismissive. Instead of resolving my concerns, he repeatedly circled around the issue, leaving me confused and frustrated. When I tried to clarify my confusion, he became irritated and unprofessional. I also explained the urgency of the situation, as my entire house is without electricity due to this defective inverter, and I live in a remote area where reliable power is essential. Rather than providing assistance, J. disconnected my call, and I was unable to reach him again as my subsequent calls were ignored. This level of service is completely unacceptable. I trusted your company to provide a quality product and reliable support, but both have failed me. I request immediate action to resolve this issue, whether by replacing the defective inverter or providing a refund.

  Business Response

  Date: 12/17/2024

  Dear Customer,
  
  Thanks for reaching out to us.
  
  We sincerely apologize for all the inconvenience that we caused you. 
  We have attempted to call and text you back but have not received a response at this time.
  
  Could you please tell us your inverter order number and inverter problem? Then we can help you and provide a solution as soon as possible. Could you please contact ********************************** for a faster response?
  
  Looking forward to hearing from you to move further.
  
   Best Regards
  *****
  SunGoldPower Support Team

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this solar kit and have been fighting to get replacement parts. The phase inverter had a melted connector when I got it and company says it was caused by shipping and not by factory sending to much power through it for testing. Been working on it since Memorial weekend. Can't get any help from company. Just want to put it aside. I just want a system that works. To many documents to show you what's been going on. Please help me

  Business Response

  Date: 10/31/2024

  Dear Customer,
  
  Thank you for reaching out to us.
  
  We sincerely apologize for the inconvenience that we caused to you. However, we are always here to help you resolve your system issues.
  
  Based on our communication, the inverters and batteries need to be troubleshot, but you are unable to get to the site except on weekends. This has prevented us from making a video call to quickly troubleshoot and resolve your system issue.
  
  Could you please send the inverter and battery back to us for a thorough inspection and maintenance? We will send them back to you as soon as we can confirm that all your products are functioning properly.
  
  We appreciate your understanding and cooperation.
  
   Best Regards
  *****
  SunGoldPower Support Team

• Initial Complaint

  Date:10/23/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called ahead to verify stock and shipping times. They stated the items were in stock and I would receive my order in 2-3 weeks. When my order did not ship within the first week, I asked why, and they stated the items were not in stock. So, they misled me into a purchase. Now I have attempted 6 times via email, chat, and phone calls to cancel. Each time they act as though I have never asked to cancel. As of now the order is not cancelled.

  Business Response

  Date: 10/24/2024

  Dear Customer
  
  We sincerely apologize for the delay in our response and any inconvenience caused.
  
  It is truly regrettable that there was a breakdown in communication, resulting in your order not being fulfilled according to your specifications. Please know that we value each and every one of our customers, and losing your business is something we deeply regret.
  
  We had canceled the order and refund you. Please check.
  
  Feel free to contact us if you have any questions.
  Best regards,
  *****
  SunGoldPower Support Team

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Purchased / delivered Inverter IP6048 on March 8, 2023 - 2 yr Warranty - Installed inverter at the beginning of 2024 - First issue with inverter reported to SunGoldPower on March 3, 2024 - New main control board sent out by SunGoldPower on March 7, 2024 - New display board sent out by SunGoldPower on March 17, 2024 - New problems with the inverter reported to SunGoldPower on March 27, 2024 - SunGoldPower tried to fix problem from March 28, 2024 to May 12,2024 remotely - SunGoldPower requested have the inverter send back for repair on May 12, 2024 - I requested at that time a replacement or alternative inverter model, since the inverter I purchase in March 2023 was already taken out of the SunGoldPower portfolio due to too many technical issues.- SunGoldPower rejected to replace with alternative product, although alternative product would have been much lower in price.- Inverter IP 6048 was sent out for repair on May 29, 2024 and wad delivered at SunGoldPower in ************* on June 6, 2024 - SunGoldPower informed me on June 24, 2024 that they could not start repair due to technician on vacation - SunGoldPower informed me on July 7, 2024 that the repair would take anothe 1-2 weeks - SunGoldPower informed me on July 15, 2024 that parts need to be ordered and that the repair - SunGoldPower informed me on July 19, 2024 that they could send an replacement same type inverter - Upon request SunGoldPower confirmed on July 23, 2024 that the replacement inverter is in "good physical condition"- Please see the attached pictures with the damaged inverter housing.- I have lost my confidence in SunGoldPower.- The issues with the inverter, I purchase for $ ***** plus shipment for repair $ 120, are now going on for several months without me having a working inverter.- What are my consumer rights in this situation?

  Business Response

  Date: 08/03/2024

  Dear ************************,
  
  Thanks for reaching out to us.
  
  As you know, when you contacted us the first time, the 30-day return/refund window was closed very long. Please kindly understand that no company can accept a full refund or replacement in this situation.
  
  We highly appreciate all your cooperation and patience. During these months, we have tried to offer free parts or help repair the inverter for free, which shows we are still trying our best to be responsible to our customers and products.  
  
  Considering your case specialty, we are willing to make concessions and offer alternative solutions for your choice. The detailed solutions have been sent to your email, could you please check and respond?
  
  Hoping to get your understanding and cooperate with us to solve this case soon.
  
   Best Regards
  *****
  SunGoldPower Support Team

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an entire off grid solar system to run our whole house in *******, for $13,640.00 From Sun Gold Power. It was delivered in January of 2024. It was not installed until February of 2024. On June 27, 2024, through no fault of ours, the inverter failed. We immediately contacted Sun Gold Power via phone and email to get a fix for this problem. Sun Gold Power proceeded to have the have us take video after video and pictures of the inverter insides. A qualified inspector never came to look at the product. And the product has still not been fixed. We are now 19 days without power. We have continually tried to contact Sun Gold Power to remedy this situation but have been unsuccessful. When we purchased the off-grid solar system, it came with a three (3) year express warranty. In addition, under the Uniform Commercial Code, sellers are held to an implied warranty of merchantability. For goods to be merchantable they must meet specific qualifications. One requirement being that the goods "are fit for the ordinary purposes for which such goods are used." See ****. Code ***. 30-2-314. Sun Gold Power has violated multiple warranties by not timely fixing the faulty inverter sold to the us. The purpose of this letter is to encourage you to help us remedy this situation as we have no other option for power since the nearest power pole is 4 miles away. We have also had a lawyer send a demand letter for the inverter replacement and have yet to hear anything from that. All we want is a new inverter replacement. 19 days with no power is a long time and we are having to spend money needlessly on hotels in order to live. Please help!

  Business Response

  Date: 07/16/2024

  Dear All: 
  
  Sorry to bring troubles to the customer. 
  
  After discussed with customer, we had confirmed the issues for the inverter, and plan to send the replacement parts to them asap. We don't have any existing part to replace, maybe need a little more time to prepare it and will update the tracking number to customer in time.  We fully understand they need these in urgently, we will try to solve the problem with customer asap. 

  Thanks for your understanding.
  
  Best regards!
  
  ******

  Customer Answer

  Date: 07/16/2024

  We have been with out power for 21 days now and have had to live in a hotel and spend money we do not have. We have lost all of our 2 deep freezers full of food and beef worth thousands of Dollars. This can all be settled by sending out a new inverter instead of waiting for parts you may never get. We will send back the failed inverter and you can add those parts whenever you get them. Our next step through a lawyer is asking for compensation for all the money spent on hotel stay at $200 + a night and money for all the lost food due to this not being fixed in a timely  manner. JUST SEND A NEW INVERTER PLEASE. WE WANT TO GO HOME.

  Business Response

  Date: 07/17/2024

  Dear All: 
  
  Sorry we don't have any stock for the replacement control board and power board. Our factory produces the part for you specifically this time. The available shipping time is the end of this month (Jul 30th). After they arrived in our CA warehouse, we will arrange to send them to you right now. Please wait for them and keep in touch. 
  
  Thanks for your understanding. 
  
  Best regards!
  ******

  Customer Answer

  Date: 07/25/2024

  please explain why you are not able to just send a new inverter instead of waiting for parts thst may never come. We paid for this system in good faith and you are not fixing the problem that is under full warranty. We have now been without power for 30 days and this is beyond unacceptable. You also have not responded to our lawyer demand for a new inverter. This tells me you are not taking this problem with your defective equipment seriously. So now we go to the next step and take further action in court.

• Initial Complaint

  Date:05/25/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  stop a complaint

  Business Response

  Date: 05/29/2024

  Dear Customer
  
  Thank you for your clarification.
  
  Our engineers received your call and we have been actively and quickly helping you to solve the problem.
  
  In the meantime, we have emailed you a wiring diagram for the parallel connection of the two kits, along with some related operating instructions. Please check it out.
  
  We value our customers and their feedback. If you have any questions or need support, we are here for you.
  
  We hope you will understand!
  
  Best regards,
  *****
  Sun Gold Support Team

  Customer Answer

  Date: 05/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** Shoots
  
   
  

• Initial Complaint

  Date:05/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have order this product from these people Off-Grid Solar Kit 5000W 48VDC 120V 5.12KWH PowerWall Battery 6 X 200 ***** Solar Panels SGM-5K5E first one 3200. 2nd 3100 dollars can't get either one to work been trying to get a hold of these people and they will not respond always with something else they are no good they say they or out of calif. but they are not and there is no phone number to call i paid them with a credit card how can i get help they are out of the country when they say they are in calf. no tech support nobody to help me the stuff is garbage and don't work

  Business Response

  Date: 05/31/2024

  Dear Customer
  
  We apologize for this issue.
  
  In reviewing our email messages and phone records, we have not received any information that you are seeking assistance before. We apologize.
  
  If you have a follow-up emergency, feel free to reach us at ************ between 8:30 AM and 5:00 PM PDT from Monday through Friday. 
  Or please contact us by email ********************************** any time.
  
  As we heard from our engineers today, they received your call and we are working actively and quickly to help you resolve the issue.
  
  In the meantime, we have also emailed you a wiring diagram for the two kits in parallel, as well as some related operating instructions. Please check that.
  
  Please know that we value our customers and their feedback. But also we will actively to server you if you have any questions or need support.
  
  Hope you understanding!
  
  Best regards,
  *****
  SunGoldPower Support Team

• Initial Complaint

  Date:04/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They're trying to short me a $100 for shipping. When they sent me an item that does not work. I have video of evidence of it. Not working when I call, they told me that it's all out of ***** by shipped it to ********** where I live an hour away. It's crazy that the guys lied to me every time I would talk to him

  Business Response

  Date: 05/07/2024

  Dear Customer
  
  We apologize for this issue.
  
  Regarding the issue that we deducted your $99 shipping cost, we have communicated several times to explain the situation with you, please see our reply below:
  1. after you placed an order with us at that time, due to the lack of stock at that time, we replaced another more expensive inverter for you with no difference in price and got your consent.
  2. After you received the inverter, you feedback that our inverter could not start. When we asked you to provide relevant pictures or videos to help us find out the cause, you just stated the situation you encountered and did not investigate as we requested. It was only after our repeated requests that you simply provided us with a 15-second video for confirmation. However, we could not quickly determine whether the inverter was faulty through this video.
  However, at your insistence, we had no choice but to arrange for the return of the inverter according to the 30-day return policy.
  3. After receiving your returned inverter, we arranged our engineers to conduct a comprehensive inspection of the inverter in good working condition and found that there is no fault in the inverter as you said. We also provided you with a test video of our engineers testing the inverter to support your false claim. 
  Therefore, according to our company's return policy:
  Our products come with 30 days return policy. Within the return period, Sungoldpower will pay the shipping costs of the returned item(s) for the following reasons: carrier damage, defective product, product inconsistent with advertisements, incorrect product received, or for any extra For all other reasons, customers are responsible for shipping fees.
  The inverter you returned does not qualify for the free shipping return policy, which is why we have repeatedly explained to you why we need to charge you $99 for shipping.
  
  Best regards,
  *****
  SunGoldPower Support Team

• Initial Complaint

  Date:02/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date and amount paid for the order

  Business Response

  Date: 03/19/2024

  Dear ******,
  
  Wish you the best day.
  
  We sincerely apologize that we can't refund you $2995, here are the reasons:
  1. We only charged you $2,459 for the solar panels and fulfilled our responsibility by sending out the solar panels. 
  2. The solar panels' tracking number is *****:774882747088 and was delivered on Feb 23. ***** can only finish the delivery when the customer signs that package.   Sign for receipt means the customer accepts the goods.
  3. Since you have kept our solar panels, please kindly understand that we can't refund the money anymore.
  4. There are additional $578 costs incurred due to the package's long stay in the ***** station. Usually, customers need to pay this fee.  We will cover this additional fee as compensation for all the inconvenience that we caused you.
  
  Could you please close the complaint case? Thanks for your cooperation and understanding in advance.
  
  Best Regards
  *****
  SunGoldPower Support Team