Complaints

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

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  Sunworks

  Roseville, CA 95678-7046

• 

  Sunworks

  15 Pepsi Way Durham, CA 95938-9798

• 

  Sunworks

  3555 Airway Dr STE 314 Reno, NV 89511-1828

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:03/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Starting in April of 2023, I informed the company that the solar system was not working and after many calls they sent a contractor to fix it, which they said they had done. Then the system continued to fail and needed to be reset. I contacted the company again in February 2024 and explained on voicemail that now that we have full comparison to last year, the system was only providing what appeared to be half amps on 10 panels. They have not returned my calls. the system is still under warraty and if anyone besides them touches the system it voids the warranty. I need relief so I can get this fixed.

• Initial Complaint

  Date:08/01/2023

  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.

  February 5, 2023, Solar inverter stop working.May 11, 2023 Solar inverter finally replaced July 21, 2023 Solar array not reporting generation of power.August 1, 2023, problem detected. Contacted SunWorks, ************* and SunPower. SunWorks: Left voice message and sent email. No response.NV Energy reported that their equipment appears to be working properly.SunPower (Inverter purchased from SunPower by SunWorks) has no record of this inverter or my system.As usual, SunWorks fails to acknowledge their customers' concerns until the spotlight is turned back on them. THIS is why I am again filing a complaint through BBB.

  Business Response

  Date: 08/03/2023

  SunWorks spoke with ***************** today at 11:15 Am. ***************** confirmed her access to Sunnyportal after she called into SMA to allow access. ***************** has added SunWorks  to the monitoring site and we have confirmed we have *************** into her site. SunWorks informed ***************** that she is in need of a Tigos retrofit which can only be performed by SunPower as it's covered under their manufacturer warranty. SunWorks opened the case with ******** on ********************* behalf 04.25.2023. Due to SunPower's historical delays in providing retrofit services, SunWorks had offered to perform the work on behalf of SunPower, however SunPower's lack of responsiveness, training and equipment delivery delays, SunWorks has declined the work order. ***************** is aware that we have pushed the issue with ******** and we have directed her to do the same. The open case number with SunPower is 03259677 

• Initial Complaint

  Date:05/25/2023

  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.

  Our solar stopped working on September 19, 2022(did not notice until March 31, 2023 when we added new solar with another company) I reached out to Sunworks March 31, reply back April April 10(out of town 4/2-4/7) SunWorks sent a crew out to diagnose the problem on April 14, 2023. They thought they diagnosed it, but turned out not to be the problem as on April 15, 2023 the system went down again. April 17, 2023 sent email to ***************************** that the system went down again, she stated they are getting a crew together to come back out and diagnose the problem and they will contact ** to make appointment. April 18, 2023 ***************************** sent a email with explanation of fees from the service visit on April 14, 2023 I accepted and asked when they will be out to fix. No reply back, so on April 25, 2023 called the ********* office spoke with ********* to give a message to ********* who is the manager, that we cannot get an response from ****** on a date for service as she will not call or email back. *********************** called ** to make the appointment on April 28, at 8am which the solar repair guy stated that our inverter went out and need to reorder a new one. He received the okay from his boss to order the inverter and it will take a few weeks. May 15, I emailed *********************** to check the status of our order, no response. May 16. Emailed ****** for update on order, no response. May 22, emailed *********************** asked about the status, she said she will forward my email as she no longer works in that ***** No response back. May 24, I called the ********* office for an update left a voicemail and I sent a email to SunWorks service email, no response. I have NO WORKING SOLAR SINCE APRIL. ****** likes to play games with her emails, as she says my warranty is voided I ask why and she will not respond. I sent ****** our warranty paperwork as she requested, received nothing back from her. I cant even talk to a human, I cant even get a response. I have all emails if needed and notes.

  Business Response

  Date: 05/30/2023

  Good Morning ***,
  
  I do apologize for the delay in getting back to you. We reviewed your project with our upper management team and had previously explained to you that the system is currently not under warranty for workmanship as the company that had been out there to add on to your system kinked the wiring under the array and caused the system to have multiple failed error codes.
  
  SMA (your inverter manufacturer) denied the *** and requested that another site visit is necessary to troubleshoot the system as they did not see an issue with the inverter components but needed further troubleshooting on the wires and the panels on the roof.  
  
  I understand your frustrations with the delays, but we are at the mercy of the manufacturer and their requests.
  
  We waived the service fee for the 04.28.2023 appointment to troubleshoot the issue in which we found that the other solar company had pinched the home run wire under our array. I am waiving the fee for todays visit for troubleshooting but the service fees will be required to be acknowledged moving forward and before another visit will be scheduled- if necessary.
  
  I will provide you with an update from the appointment for 05.30.2023 when I have further information from our service techs.
  
  Thank you,
  

  Customer Answer

  Date: 05/31/2023

  I am rejecting this response because:Our original system which was installed by Sunworks in 2014 went down in September 16, 2022 as per *** portal, which I have explained multiple times to ******. The other solar company did not arrive until March 31, 2023. I contacted Sunworks by phone and email on either March 31 or April 1, 2023 with no response to get someone out to look at our Sunworks system since it was down and flashing red light with no activity on the *** portal. On April 10, 2023 I received a email from *************************** asking what code the inverter was giving and to send a picture of it (which I did). Also on April 10, 2023 ***************************** called me and we discussed on the next steps on getting our system back up and running. ******* shared with ********* to email me a set of "reset directions" to complete on the inverter. I followed directions with no success. The inverter was giving "disturbance riso" code with flashing red light. ********* then explained that Sunworks will have to come out to diagnose the problem. On April 14, 2023 when Sunworks came out they did trouble shoot and claimed to have "fixed the problem", but by the next day it went back down as per *** portal, so if it was the "crimped wiring" in which Sunworks fixed( they did not ask to fix it), the system should not have gone back down the next day. Another team came out on April 28, 2023 and ran multiple test on the inverter and concluded the inverter is dead and they are getting approval from higher up to order a new inverter. The higher up did agree that a new inverter needed to be ordered and should arrive at the warehouse in 2 weeks. Our warranty should still be valid as the workmanship and the replacement of the inverter is from the original problem back in 2022 which the other solar company was not even around then. I have sent the requested warranty documents as requested by ************* 
  

  Business Response

  Date: 06/01/2023

  *****************,
  
  Your dates are correct, Sunworks did install your system in 2014 and according to the *** portal your system went down on September 15,2022. You did not notify Sunworks that your system was down until April 2023.The *** portal only hold records in the logbook for ********************************************************************** September. The only way for Sunworks to diagnose your system was through a site visit, upon that visit, we discovered you had an additional separate system installed. While running test on all the wires we found that the solar installer you hired, removed some of our panels to place their conduit and in doing so pinched wires while reinstalling our panels. Based on the findings, the work done to repair the wires, the inverter resumed working prior to Sunworks leaving with no faults.It should be noted that Sunworks repaired the damage from the other installer without any charge. However, Sunworks has a policy that unauthorized work on any system installed by Sunworks will void any and all warranties should that work result in damage, in this case that did occur, so the voided warranty is substantiated. Even with this fact, Sunworks returned on April 28th due to the error reoccurring to troubleshoot the inverter and again at no charge,Sunworks opened a case with the manufacturer, manufacture denied the request to replace the inverter saying there needed to be additional testing and that the inverter reading appeared to be appropriate. The manufacturer is pointing to issues with the DC wires, those wires run from the panels to the inverter. Upon our follow up visit on May 30th we found through additional testing voltage disturbances on a string of panels. Upon inspection of the panels on that string we found what we call snail trials these are micro fractures within the panel. The micro fractures are considered a defect in the panel and are typically covered under the panel manufacturers product warranty. The manufacturer of your solar panels is Renesola. Renesola is no longer in business and as such there is no warranty on your panels. From our visit on the 30th we were unable to keep the inverter running as it continued to detect the voltage disturbance. The inverter is functioning as it should and will shut down when this occurs.
  
  Currently, the options available to you are,
  Have each panel tested for proper voltages and isolate or identify the panels that are causing the voltage issue and remove them.
  Have each panel tested for proper voltage and isolate or identify the panels that are causing the voltage issue and replace them.
  Remove all panels with micro factures and replace them.
  
  The options above are all billable. Our estimate is that it will take 3 hours to test all the panels on your system. From that point any replacements would be at your cost. Sunworks can work with you to source the replacement panels and install them.
  

  Customer Answer

  Date: 06/05/2023

  I am rejecting this response because: I am rejecting this response because: I did not notify Sunworks back in September 2022 because when our sales **** ******** sold ** the solar in 2014, he stated that Sunworks monitors the system as well as we can check the system through our SMA portal. He did say that we did not have to worry about anything as Sunworks would contact ** by email or phone, in which he wanted us to verify our email and phone number. I do find it interesting as another Sunworks customer has stated the something, he too was told the Sunworks monitors and will notify the customer of any problems with their system (BBB site). 
  The only way for Sunworks to diagnose your system was through a site visit, upon that visit, we discovered you had an additional separate system installed. 
  -This would be correct but again our system went down 6 months before the new system was installed, so this statement is void.
  
  
  Based on the findings, the work done to repair the wires, the inverter resumed working prior to Sunworks leaving with no faults. It should be noted that Sunworks repaired the damage from the other installer without any charge. 
  -Sunworks sent out 4 repair guys to diagnose the problem. I told them the inverter is throwing a disturbance riso code. So that entails that there is a faulty DC circuit which is connected to the inverter, correct? If all these tests were completed, then why was this not found out then? When they diagnosed the crimped wire, they repaired the wire without my consent, as I would have had the new solar company come out and fix their own mistake. If your repair team fixed the problem, then why did the system go back down less than 24hours later? 
  
  
  Sunworks has a policy that unauthorized work on any system installed by Sunworks will void any and all warranties should that work result in damage, in this case that did occur, so the voided warranty is substantiated
  - Again, our system was not working since September 2022, the new solar company was not even around then.
  
  
  Sunworks opened a case with the manufacturer, manufacture denied the request to replace the inverter saying there needed to be additional testing and that the inverter reading appeared to be appropriate. 
  -On April 28, 2023, Sunworks did come out to again diagnose the problem. The solar repair person said that he has diagnosed the problem to the inverter and was currently on the phone with his higher up running other tests to get approval for a new inverter. At the end of the diagnose visit, he said the inverter is on order and takes about 2 weeks for it to arrive at Sunworks warehouse. He also stated that SMA does not like warranty work, so it could take sometime.
  
  
  
  
  Upon our follow up visit on May 30th we found through additional testing voltage disturbances on a string of panels. Upon inspection of the panels on that string we found what we call snail trials these are micro fractures within the panel. The micro fractures are considered a defect in the panel and are typically covered under the panel manufacturers product warranty. The manufacturer of your solar panels is Renesola. Renesola is no longer in business and as such there is no warranty on your panels.
  
  -ReneSola did not go out of business, they renamed/rebranded themselves to ***************** January of 2023. I find interesting as upon looking into snail trails, you just stated that they are a defect. And a defect can be a result in shipping, poor production, and bad installation by the installer (Sunworks). Why was this not found during the very first diagnose visit? It would seem to me that this warranty issue would fall under the ************************* Warranty Act?. I would like to know exactly which panels have the snail trails? Sunworks contracted with ReneSola for the panels, as a consumer my warranty is labor and parts for 25 years. It should still be honored as Sunworks used the company ReneSola, which was part of Sunworks contract and their responsibility. How many other Sunworks customers have ReneSola panels installed on their roofs? Are they aware that their warranty is now voided? Why hasnt Sunworks notified their customers of this information?  
  
  
  From our visit on the 30th we were unable to keep the inverter running as it continued to detect the voltage disturbance. The inverter is functioning as it should and will shut down when this occurs.
  -If there is nothing wrong with the inverter, then why did 6 of your solar repair men say it is the inverter in the very beginning? Even your higher up who authorized the order who approved it said it was the inverter. On the May 30 2023 visit two of Sunworks repair guys stated to me that SMA does not like dealing with warranty issues, he also stated that the tests completed leads to the inverter, now your stating it is NOT the inverter but snail trails in the panels in which the company now ReneSola is out of business, which they are not just rebranded themselves. Seems a little odd doesnt it when Sunworks asked for a copy of my warranty because they don't have anything on file. When i sent a copy to ****** as requested, it was crickets.
  
  
  Currently, the options available to you are,
  1.Have each panel tested for proper voltages and isolate or identify the panels that are causing the voltage issue and remove them.
  2.Have each panel tested for proper voltage and isolate or identify the panels that are causing the voltage issue and replace them.
  3.Remove all panels with micro factures and replace them.
  -You offered to have each panel tested to isolate or identify the panels that are causing the problem..If you do not know which panels have the snail trails, then how do you know that is the problem? From my understanding snail trails are not visible to the naked eye. How will this test be completed? If you install new panels, and the system still fails and is then diagnosed as the inverter, are you going to refund our money for the panels that were replaced? It seems very clear to me that I need to move on from BBB to ************************ as there are many lies that Sunworks is putting down.

   

  AS OF JUNE 5, 2023 I went up to check out my solar as last night(June 4 2023) I noticed there were some weird ****s on some panels by looking at a distance from my grass area on the south side of my house. Upon being on the ladder, I took video of multiple boot prints that show prints walking on the edges of my solar, down the middle and  all over my panels and in one spot has like a spit **** were they tried to clean off a small area of a panel. ALL of this can be seen on the video on multiple solar panels! How can you tell there are micro-fractures when the solar is completely covered in dust/dirt, the last time ANYONE was up on the roof was May 30, 2023 which was SunWorks on a diagnoses appointment as verified by ****** of Sunworks. Photos will not load on here but i do have them along with video.
  
  
  Sunworks is a large company that is on the ****et, you would think Sunworks would care about the integrity of the company and their customers. If I have had nothing but problems, no communication when I call or email Sunworks, issues with warranty stating it is voided because of the other company to ReneSola out of business, the main problem changing back and forth.why in the world would I recommend Sunworks and reuse Sunworks for replacement of panels?  
  
  

  
  

  Business Response

  Date: 06/09/2023

  I am rejecting this response because: I am rejecting this response because: I did not notify Sunworks back in September 2022 because when our sales **** ******** sold ** the solar in 2014, he stated that Sunworks monitors the system as well as we can check the system through our *** portal. He did say that we did not have to worry about anything as Sunworks would contact ** by email or phone, in which he wanted us to verify our email and phone number. I do find it interesting as another Sunworks customer has stated the something, he too was told the Sunworks monitors and will notify the customer of any problems with their system (BBB site). 
  The only way for Sunworks to diagnose your system was through a site visit, upon that visit, we discovered you had an additional separate system installed. 
  -This would be correct but again our system went down 6 months before the new system was installed, so this statement is void.

  06.09.2023 Sunworks' contract on file for your project, does not state we will be monitoring your system. If you have a contract verbiage that specifically states our obligation regarding monitoring, please provide. Please be aware that Sunworks has several different contracts across our client portfolio. Obligations to monitoring vary across contracts. 
  
  
  Based on the findings, the work done to repair the wires, the inverter resumed working prior to Sunworks leaving with no faults. It should be noted that Sunworks repaired the damage from the other installer without any charge. 
  -Sunworks sent out 4 repair guys to diagnose the problem. I told them the inverter is throwing a disturbance riso code. So that entails that there is a faulty DC circuit which is connected to the inverter, correct? If all these tests were completed, then why was this not found out then? When they diagnosed the crimped wire, they repaired the wire without my consent, as I would have had the new solar company come out and fix their own mistake. If your repair team fixed the problem, then why did the system go back down less than 24hours later? 
  

  06.09.2023 You are correct in regards to the faulty ** Circuit. We were on site 04.14.2023 at 8:00 AM and found the crimp in the wires could cause a an error code of a faulty DC circuit. While on site, we informed you or your husband on our findings. When we repaired the crimp, the inverter resumed functionality prior to our departure on 04.14.2023 around 11:00 Am. Per the *** site, on 04.14.2023 around 4:00 PM the inverter threw an "overcurrent grid" error, this error is not the same error presented prior to the repair. The isolation error was thrown because the inverter recognized a disruption in the home run wire, which was crimped. Once the wires were repaired, the inverter had the opportunity to detect any other errors on site passed the crimped wire hence the error code that appeared on the 14th in the evening. 

  
  Sunworks has a policy that unauthorized work on any system installed by Sunworks will void any and all warranties should that work result in damage, in this case that did occur, so the voided warranty is substantiated
  - Again, our system was not working since September 2022, the new solar company was not even around then.
  
  06.09.2023 You are correct your system went down in September 2022, as we can see this from the *** portal's graph. The graph does not specify the specific error code as previously mentioned, ***'s site only dates back roughly two months with open alerts.  That does not negate the fact that you had another company out to do an add-on and their work damaged our existing equipment on the roof therefore voiding any workmanship warranty you have in place. 

  
  Sunworks opened a case with the manufacturer, manufacture denied the request to replace the inverter saying there needed to be additional testing and that the inverter reading appeared to be appropriate. 
  -On April 28, 2023, Sunworks did come out to again diagnose the problem. The solar repair person said that he has diagnosed the problem to the inverter and was currently on the phone with his higher up running other tests to get approval for a new inverter. At the end of the diagnose visit, he said the inverter is on order and takes about 2 weeks for it to arrive at Sunworks warehouse. He also stated that *** does not like warranty work, so it could take sometime.
  
  06.09.2023 In our secondary site visit on 04.28.2023, we attempted to open an *** case with *** for the inverter case number  406635175 which was closed due to *** requesting additional testing on the panels and the DC wiring. Unfortunately, the notification from *** was sent to a Junk Mail Box and we did not receive the notification of the case being closed. After this finding, we immediately booked another service appointment with our technicians for 05.30.2023 in which we ran the requested tests for ***. 
  
  
  Upon our follow up visit on May 30th we found through additional testing voltage disturbances on a string of panels. Upon inspection of the panels on that string we found what we call snail trials these are micro fractures within the panel. The micro fractures are considered a defect in the panel and are typically covered under the panel manufacturers product warranty. The manufacturer of your solar panels is Renesola. Renesola is no longer in business and as such there is no warranty on your panels.
  
  -ReneSola did not go out of business, they renamed/rebranded themselves to ***************** January of 2023. I find interesting as upon looking into snail trails, you just stated that they are a defect. And a defect can be a result in shipping, poor production, and bad installation by the installer (Sunworks). Why was this not found during the very first diagnose visit? It would seem to me that this warranty issue would fall under the ************************* Warranty Act?. I would like to know exactly which panels have the snail trails? Sunworks contracted with ReneSola for the panels, as a consumer my warranty is labor and parts for 25 years. It should still be honored as Sunworks used the company ReneSola, which was part of Sunworks contract and their responsibility. How many other Sunworks customers have ReneSola panels installed on their roofs? Are they aware that their warranty is now voided? Why hasnt Sunworks notified their customers of this information?  
  

  06.09.2023 You are correct in  stating Renesola was rebranded to ***************** However, the warranty obligation for your modules is held by *********************** **** Sunworks has made several attempts to contact Renesola ******* **** These attempts were made via telephone and legal notices. We have been unsuccessful. To our knowledge, Renesola ******* *** is no longer in business and no other entity has assumed warranty obligations. From our evaluations there are approximately (15) panels that have the stress fractures or "snail trails". To the contract we have on file, Sunworks does not have an obligation to the manufacturer's warranty or to the replacement of defective panels. Please provide documentation surrounding any 25-year covered labor, warranty and parts.
  
  From our visit on the 30th we were unable to keep the inverter running as it continued to detect the voltage disturbance. The inverter is functioning as it should and will shut down when this occurs.
  -If there is nothing wrong with the inverter, then why did 6 of your solar repair men say it is the inverter in the very beginning? Even your higher up who authorized the order who approved it said it was the inverter. On the May 30 2023 visit two of Sunworks repair guys stated to me that *** does not like dealing with warranty issues, he also stated that the tests completed leads to the inverter, now your stating it is NOT the inverter but snail trails in the panels in which the company now ReneSola is out of business, which they are not just rebranded themselves. Seems a little odd doesnt it when Sunworks asked for a copy of my warranty because they don't have anything on file. When i sent a copy to ****** as requested, it was crickets.
  

  06.09.2023 please see above. The Attachment A you provided to Sunworks was thoroughly reviewed and was already on file. The attachment states the 25-year labor warranty. The attachment states it's limited to ONLY cover any labor to replace parts on site. 
  
  Currently, the options available to you are,
  1.Have each panel tested for proper voltages and isolate or identify the panels that are causing the voltage issue and remove them.
  2.Have each panel tested for proper voltage and isolate or identify the panels that are causing the voltage issue and replace them.
  3.Remove all panels with micro factures and replace them.
  -You offered to have each panel tested to isolate or identify the panels that are causing the problem..If you do not know which panels have the snail trails, then how do you know that is the problem? From my understanding snail trails are not visible to the naked eye. How will this test be completed? If you install new panels, and the system still fails and is then diagnosed as the inverter, are you going to refund our money for the panels that were replaced? It seems very clear to me that I need to move on from BBB to ************************ as there are many lies that Sunworks is putting down.

  06.09.2023 As stated above, you have approximately (15) affected panels that are visible. On the most recent visit 05.30.2023 we did some testing and found voltage readings to be within range but the amperage was low. Similar testing would be done on all (28) panels in order to provide you with the quantity of panels needing to be replaced. As stated, *** has denied the *** for the replacement inverter. Should the panels be replaced and the inverter throws additional errors, further diagnostic testing would be required by *** to deem the inverter to be at fault. To be clear, *** will not approve an *** with the existing site conditions. 
  
  AS OF JUNE 5, 2023 I went up to check out my solar as last night(June 4 2023) I noticed there were some weird ****s on some panels by looking at a distance from my grass area on the south side of my house. Upon being on the ladder, I took video of multiple boot prints that show prints walking on the edges of my solar, down the middle and  all over my panels and in one spot has like a spit **** were they tried to clean off a small area of a panel. ALL of this can be seen on the video on multiple solar panels! How can you tell there are micro-fractures when the solar is completely covered in dust/dirt, the last time ANYONE was up on the roof was May 30, 2023 which was SunWorks on a diagnoses appointment as verified by ****** of Sunworks. Photos will not load on here but i do have them along with video.
  

  06.09.2023 You're welcome to provide documentation to ************************************ However, Sunworks does not walk on solar panels. Please be mindful that Sunworks has not been the only entity on your roof and the previous damage to the wires was a result of another party. 
  
  Sunworks is a large company that is on the ****et, you would think Sunworks would care about the integrity of the company and their customers. If I have had nothing but problems, no communication when I call or email Sunworks, issues with warranty stating it is voided because of the other company to ReneSola out of business, the main problem changing back and forth.why in the world would I recommend Sunworks and reuse Sunworks for replacement of panels?  

• Initial Complaint

  Date:05/25/2023

  Type:Order 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.

  On 10/26/2018 we signed a contract with ******* Solar ******************************************************* They promised ** this huge savings on our electric bill and said it would pay for itself with all the electricity we would generate from the solar panels. The sad thing is we didn't calculate the cost of the loan to the cost of our monthly electric bill and now we pay far more than we did before we signed on with this company. The solar has not been working for almost 2 months now and after numerous phone calls and promises that they will repair problem nothing has been done. We have continued to make our loan payments on a solar system that no longer produces and wonder what we can do about this? Thank you for any advise you can provide.*******,************************* **** ******** *********************************************** ************

  Business Response

  Date: 05/31/2023

  SunWorks received this complaint and immediately notified *******' **************** Team. I was informed this is being handled through ******* via verbal communication. 

  Please close this out. 

  Customer Answer

  Date: 06/02/2023

  I am rejecting this response because: They did call ** and said they   were opening a new case and that they needed to send us a part for the repair which we have had for more than 6wks now .In other words we would be starting all over again.The bottom line is our solar unit has not been working for well over eight weeks and the new invertor has been here for weeks as well. we cannot get this company to send a tech person to install the new invertor or even inform us as to when a repair person would be coming.We feel we are very much getting the run around.We pay monthly payments for the solar equipment and feel this needs to be taken care of without delay.

  -**** and ************************* ************

   

   

   

   

   

  
  

  Business Response

  Date: 06/06/2023

  Good Afternoon *********************,
  
  Our Escalation specialist from ******* has made an attempt to communicate with you, we hope you received the phone call along with the other communication methods provided. However, ******* is evaluating the warranty terms and services that are included for equipment malfunction. We are investigating with the manufacturer SolarEdge the provider of your inverter equipment, to review the status of a service that either is completed or in the review. In the meantime, our specialist can provide the information about the ******* solar agreement on the limited warranty, operation, and maintenance responsibility, additional work, etc. We hope to get in contact with you. 
  
  Sincerely,
  Customer Experience Team. 

  Customer Answer

  Date: 06/07/2023

  I am rejecting this response because: I will wait to see if they keep their word and do the repair on our solar which has been not working going on three months and after that if everything is working properly I will gladly accept.
  

• Initial Complaint

  Date:05/05/2023

  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.

  There isnt enough characters. This company has been a nightmare to work with. Our Solar has been out for about a year and a half. We finally realized it a couple months ago and have been trying to work with both Sunworks and Solaredge to get the issue resolved. They first told ** it was a Wifi issue and that once **** was restored the problem should be resolved. I was able to get the inverter to connect to Wifi, but the issue was not resolved. We the had to get on the phone with Sunworks yet again, which is impossible. They told ** to contact Solaredge. We did. ********* told ** the inverter needed a firmware update and then the problem would be resolved. They pushed the firmware update through and nothing changed. We called Solaredge and they said talk to Sunworks. Sunworks then informs us we need a new inverter and that it would cost $500. Our system is less than 5 years old. It broke after about 3 years. So really it was only good for 3 years. Now they want to charge $500 for it to be replaced. I have gone back and forth with them on their policy which they only seem to be flexible on when it works for them. They are supposed to get back to you within 2 business days. Multiple times I have had to leave voicemails and have been told they will get back to me but they dont. This delay in communication and false information is costing me money because our new Solar decided to stop working. They have been wrong about the resolution to our problem multiple times. I do not trust this company. Especially when they are asking for $500 to fix the problem. They will take my $500 and then were back at square one trying to get this resolved. This process has taken over a month because they could not respond within a timely manner and theyre solutions have been wrong. This is costing me money. This company has a history of being unresponsive and negligent to their customers needs. Its causing unnecessary expenses from lack of communication and false Information.

  Business Response

  Date: 05/08/2023

  In response to the complaint. Mr. and ********************* are the secondary home owner and therefore the workmanship warranty was not passed through to them due to the warranty needing to be transferred within 60 days of the close of escrow. SunWorks was first contacted 03.30.2023 stating there were issues with the system in which we followed our normal processing of monitoring transfer paperwork. The contract held between SunWorks and the home owner shows on Attachment A. "If the solar system malfunctions, it is the owner's responsibility to contact Contractor for service/repairs at ************"

  After we were contacted by *************************** 03.30.2023, multiple team members on our service department spoke with her stating we had to get the monitoring transfer done prior to servicing the system and explained the fees for the transfer as well as our service fees. SunWorks waived the hourly service charge and we were able to troubleshoot the system remotely with SolarEdge and they approved the work order for the replacement inverter. 

  The inverter was approved for replacement 04.25.2023 and arrived in our warehouse 05.05.2023. We had a scheduled appointment for 05.08.2023 in which we had to cancel due to Mr. and ********************* not understanding the billable service fees, the discounted costs we have already provided to them or our policies and procedures. 

  Once we receive the email confirmation from the two of them that they understand the $500 flat fee for the labor for the inverter replacement, we can get them back on the schedule. 

  Customer Answer

  Date: 05/09/2023

  I am rejecting this response because: Sunworks is not being completely transparent about this issue. They claim to have troubleshooted the inverter. That is incorrect. I had to figure out how to get the system connected to the Wifi with zero troubleshooting help from either Sunworks or Solar Edge. All they told me was the inverter was offline and needed to be replaced. Secondly, it is not that we do not understand the pricing of their services. The problem is the misinformation we have received from Sunworks correspondents. Originally we were quoted $500. Then it became $450 plus any additional parts/services as needed. Then we were told all of that was false and it would be a flat $450. We were then told today that Sunworks is having a meeting to confirm their service fees because apparently nobody knows the true cost of anything. I am wary of signing anything with them for the mere fact that they trap me into some service agreement and charge me ridiculous unnecessary fees. We have expressed our disappointment and frustration with the company throughout this whole process. Their lack of customer service, communication, and knowledge is unacceptable. We arent asking for the world. We have merely asked to waive a $500 (or whatever the cost is) fee to replace our basically new inverter that should not have broke in the first place to satisfy our dissatisfaction with the product and their service. 
  

  Business Response

  Date: 05/10/2023

  Email response was sent again on ***** 11:30

   

  Mr and ********************,
  I have become aware of the BBB review and have met with my team regarding your specific complaints. I apologize if there has been some confusion and this email is to clarify all aspects of your engagement with Sunworks.
  You are in a very unfortunate situation because there was not sufficient communication or due diligence done by the previous owner or the realtors supporting the sale of the property. Sunworks has a strict policy that warranty transfers must occur within 60 days of close of escrow. When the transfer is not done within the time frame, the new owner is not eligible for the fixed fees on diagnostic or warranty labor fees. Those owners not eligible for the warranty are subject to a $225/hour service fee at a minimal charge of $225. This fee is applicable during all service visits, i.e. diagnostic,communication, equipment replacement etc.
  Specific to your case, Sunworks understands the disservice by the previous owner and the realtors and for that we try and work with clients on these fees.The fee you paid for monitoring was to move the monitoring into your name and give you access to the established account.  Regarding communication,Sunworks cannot diagnose any system unless communications are established for the monitoring platform. In your case the communication stopped when the previous owner disconnected the communication. My understanding is that your husband was able to reestablish the communications on site and because of that,we were able to work with the manufacturer to remotely diagnose that your inverter needed to be replaced. Had communications not been re-established on site for monitoring, you would have been charged a service fee.
  Specific to the equipment of your system, manufactures carry limited warranties. SolarEdge provides a 10-year inverter warranty, if the inverter malfunctions and testing show the issue is not a result of outside damage, they will complete a warranty work order and order the replacement unit. The cost of labor for removal and replacement is the obligation of the system owner. The same would be the case for the optimizers and modules on your system (the equipment on the roof).
  On average, an inverter replacement takes 2 hours and, in some cases, can take up to 4 depending on the situation. I authorized a one-time discount of $500 for the inverter replacement, after my team requested it on your behalf.
  Once the inverter is replaced it will allow further diagnosing of the system. Since the system has been down for so long, we cannot assume that the inverter is the only issue. Again, another unfortunate situation that has been outside of Sunworks' control. When the inverter is replaced, our technician will ensure the system is functioning properly, should any other issues be present, my team will discuss the options for repair or replacement, as the additional work would be outside of the agreed upon $500 fee.
   I think it is important that any individual who has chosen to install solar or who has acquired solar via a purchase of home, take the time to research other service providers, not only to educate themselves on the industry but also check associated fees with other providers. You are under no obligation to use Sunworks, and should you find another service provider we can ship the inverter directly to your home. 
  Please let ****** (ccd above) know should you choose to proceed.
  

  
  

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair 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.

  I purchased a solar array from Sunworks in 2015. The entire system was guaranteed by Sunworks for 25 years.On February 4, 2023, my inverter shut down and reported "electric arc fault". I finally located a solar company near me (Sunworks left the area without notifying me of where I could contact them so I assumed they had gone out of business) in mid-February and they do contract work with Sunworks! The local company sent their technician down to check the inverter. He did and, in conjunction with the manufacturer on the Inverter (SMA) they determined that the inverter needs to be replaced. Then started the merry-go-round I'm currently on. SMA says they sold their inverter manufacturing branch to a third company called SunPower. So they aren't responsible for replacement. SunPower has no records of my inverter (serial numbered), my address or my name. Sunworks says they have to have approval from SunPower in order to replace the inverter. SunPower claims total ignorance, SMA passed the buck to SunPower and to date I have a bunch of solar panels on my roof that are worthless.

  Business Response

  Date: 04/03/2023

  Hello ****, you contacted one of our sub-contractors in your area in February but they cannot accept work orders directly from home owners and had to go through our normal process so they could come out. We approved for them to come and look at the system. They followed normal procedures, were on site for two hours of additional labor due to SMA requirements for troubleshooting faulty inverters and opened a support case with SMA (your inverter manufacturer). Since your serial number is branded as  SunPower SMA Sunnyboy inverter, SMA couldn't process any warranty claims through the manufacturer for the failed equipment. 

   

  We contacted SunPower and they informed us that there was no information for your system on their records and advise that you, the owner, call in. We have contacted their customer support line, their RMA support line and their Dealer Support line to no availability. Your last request was for SunWorks to purchase you a new inverter and swap it out but the faulty equipment is not part of our workmanship warranty. 

  Yes, we as the installer will try to get the equipment manufacturer to accept a replacement work order for the faulty unit but are at their discretion when it comes to approvals, denials or delays. 

  On ***** SunPower had directed you to contact their Support line for Inverter# **********. I have also provided their RMA team with photos and clear details on the outcome of the service visit. 

  Customer Answer

  Date: 04/04/2023

  I am rejecting this response because: According to their warranty, Sunworks will replace my inverter.  I contacted SunPower 2 weeks ago.  As *******'s response states, "They never heard of me and don't have any record of that inverter."  If Sunworks wants them to pay for this type of thing, they need to send the info to them when & where they install SunPower's equipment.

   

  This is a cruel run-around.  I guess I will have to seek legal counsel in order to get my system repaired.   If BBB has any references I can look into, I would be most appreciative.

  Business Response

  Date: 04/19/2023

  ****, 

  As discussed on the phone, SunPower now has the *** process started with SMA for the inverter replacement. I should have an update on the status by Monday the 24th. We will be on site today, to take further "free air" readings for the Tigos UKT retrofit that will be completed by SunPower. 

  Please confirm we can close this out through the BBB site and continue the process with SunPower and SMA (panel manufacturer and inverter manufacturer)

  Customer Answer

  Date: 04/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:02/22/2023

  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 have had nothing but headaches with sunworks. They were six months behind on my install, they started assembling the solar panels in a spot I didn't approve, once the system was activated it didn't work for the first six months and now my solar system has been down for over a month. I have called and called and called they never answer or return my calls. We have been in a very sparsely repied to email chain and all they are doing is nothing. This is beyond reprehensible and shows no integrity of the company at all. This system cost me almost 60k now it isn't working at all. I have tried and tried to get anyone at the company to fix the system they installed but all I get is lack luster emails about they are trying to find a solution. The issue as I understand it is this system will not work when the temperature is below freezing, which was never disclosed when I bought it. And where I live it is below freezing two to three months a year. Any help would be appreciated, I am beyond frustrated with the lack of any after the sell support and no sense of any urgency to fix a issues caused by thier equipment.

  Business Response

  Date: 02/24/2023

  ****************, Your contract was sold ******* and installation was completed *******. There were multiple hurdles we had to overcome in order to get the approval from the *** and the utility company which took up most of the time in order for us to construct.  PTO was granted *******.

  We received your message on ***** and ***** and took immediate action and contact the inverter/battery manufacturer. We are still working on a resolution for your system and have informed you recently on *****.

   . ****** was unable to remotely troubleshoot or assist with the battery and we had advised we were working with the Sales Team and the Manufacturing Team on a resolution for you on *****.2023. Currently we are trying to send a service technician out to the property but when weather permits. Our executive meeting just took place this week and we have been waiting on a response from the service team on their availability in which we just received a response today *****. There is a storm in your area and we are unable to get to the service appointment right now. 

   We will continue to work with the service team, sales team and manufacturing team and keep you updated as soon as we have further information. 

• Initial Complaint

  Date:02/17/2023

  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 a house that has solar panels from Sunworks and they were working fine until the storms that happened in January knocked the power out. When the power was restored the solar panels weren't working. Sunworks won't service the panels because they said the contract isn't in my name. It's in the seller's name. I just want the solar panels serviced.

  Business Response

  Date: 02/21/2023

  Hello, 

  ***** contacted Sunworks 01.26.2023 stating she purchased a home with a Solar system on her roof and they closed escrow in *******. We started the transfer process with the client at that time. We required a few documents to be countersigned and monitoring poral transfer fee as well as a copy of the grant **** recorded with the building department. 

  We have explained that the transfer details need to be taken care of prior to any service requests. We have been in communication with the ************** to explain this process. We are not refusing service, we are following standard operating procedures. 

  Customer Answer

  Date: 02/27/2023

  I am rejecting this response because: the title company contacted this company and told them to transfer the warranty to me. I called on 2/22/2023 and I left a message and nobody has returned my call or transferred the warranty into my name.
  

  Business Response

  Date: 02/28/2023

  Hello *****,

  You have been working with our warranty specialist. We responded to you on the 22nd informing your request for service can be placed in the queue and informed you of the hourly service charges for our O&M service work. I also see that monitoring has not been transferred into your name because there is an outstanding balance for transfer of monitoring of $200. The fees will need to be paid and the monitoring can be transferred. Tell us why here...

• Initial Complaint

  Date:01/28/2023

  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 from SunWorks and owned our solar panels and system for 11 years without any issues. Then in November 2021 we discovered, after initially experiencing a substantial water leak, that the panels were installed incorrectly. In December 2021, SunWorks had to remove the solar panels and brackets, install the correct brackets and then reinstall the panels. In January 2022, we had issues with the system malfunctioning and arcing, and SunWorks' solution was to request us to reset them each time it detected arcing, which was daily. We also told SunWorks we were experiencing a drop in solar generation. It is our belief that the re-installation of the panels is what caused the damage to the panels. SunWorks is trying to pass on the blame to SunPower, the manufacturer of the panels, but we believe if it was a defective part, it would have failed way before this time. We believe we should be compensated for the lost solar generation in the total amount of $950. Also since the system was arcing dozens of times over a 4-month period after SunWorks reinstalled the panels, we feel the warranty should be extended to cover damages from these ongoing failures. SunWorks was unable to fix the system and has now passed on the issue to SunPower, who came out to replace the Tigos, but were short one part. SunWorks has refused to assist any further in resolving this issue by saying it is SunPower's responsibility. But all these issues came about after SunWorks discovered they originally installed the brackets incorrectly and had to take the system off and reinstall it. One of the panels is still offline waiting for the Tigos part, and SunWorks has backed away from the issue not offering any further assistance as a vendor of SunPower.

  Business Response

  Date: 02/01/2023

  Ms. ******* has (26) SunPower modules on her roof. Sunworks has been requesting SunPower follow up and repair the damaged panel as it may fall under their manufacturer warranty. This is not a workmanship warranty issue. We have an active case with SunPower Case # ********. That has been referenced multiple times in correspondence to the client. ******************** has been included on the email correspondence for updates from SunPower. Sunworks sent the following email to ******************** on January 6th

  
  Hello ********************
  
  I received the attached email from ***************, our former Director of O&M. I have reviewed your history with our team and am aware of the issue with the Sunpower Tigo replacement request due to defective parts. Is it important for you to understand that the request to Sunpower was made on your behalf for replacement in August. Sunworks followed up with Sunpower in November when it was noted after their replacements that a panel was not functioning. These issues are outside of Sunworks scope and ability to correct.Sunpower has their own warranty process and unfortunately the delays you are experiencing are a result of Sunpower and are outside of Sunworks control.
  
  With regard to, the arc faults on your inverter, this can occur for several reason. Sunworks tested the inverter and all circuits and found the issue stemmed from the Tigos, attached to the solar panels. For future reference your system is nearing the 10 year ***** inverters typically only carry a 10 year warranty, it is common that after 10 years inverters may experience failures or increased errors as they age.
  
  Lost generation, as a result of defective or malfunctioning equipment is not something that Sunworks is responsible for.  Sunworks will not be providing reimbursement for this issue. You may want to consider contacting Sunpower on any reimbursement program they have.
  
  If you have any questions, please let me know. You should have received an email from ****** this morning following up with Sunpower on your behalf.

  Customer Answer

  Date: 02/01/2023

  I am rejecting this response because:Sunworks is saying it was not their workmanship, but they came out to fix a leak and found out the cause was that the brackets were installed upside down (workmanship issue).  Then, they had to remove the whole system of solar panels to fix the bracket issue, and after that, the panels began arcing with multiple failed Tigos inverters.  It is our belief that the reinstallation (workmanship) and being advised by Sunworks to continually reset the system may have caused damage to the system and loss of solar generation.  
  
  
  It was after the damage was done that Sunpower became involved for Tigos replacement microinverters, which we are still waiting for one more. The panels and microinverters were all working properly until Sunworks had to reinstall the system due to the originally improperly installed brackets.

  *** and *****************************

  
  

  Business Response

  Date: 02/08/2023

  ********************,

  After we re-installed the system we check to make sure the system is reporting and producing as it should prior to departure from the property. We confirmed the system was working before we left. On 05.05.2022 we went onsite to troubleshoot your system and the system was working properly and hooked to the internet. The system was throwing error codes so we did a reset and made sure all wiring was hooked up and nothing was loose. In June 2022 the system was throwing the same arc fault and we had a service appointment a week after you contacted us. We called SMA (your inverter manufacturer) and tested all strings with their tech on site. Everything checked out okay. We reset the inverter and followed their instructions. ************** waited on site 30 minutes after the visit to make sure it wasn't showing error codes. The third time the system went down was in July and we sent another technician at no charge to you to troubleshoot again and opened a Tigos case with SunPower your panel manufacturer.

   

  The above service visits do not fall under our workmanship warranty and would be a billable service but we did not charge any service fees. The issue is with the manufacturer and we have opened cases with their team in a prompt and timely manner and are at their mercy when it comes to availability. Please continue to monitor your system on a weekly bases and contact SunWorks for future needs so we can try to remotely troubleshoot on your behalf. Currently, we have been waiting on SunPower to follow through on their open support case. You have been cc'd on the follow up emails to them. Please contact SunPower to request an update 1800-SUNPOWER/*************

  Tell us why here...

  Customer Answer

  Date: 02/15/2023

  I am rejecting this response because: Here is the actual time line that was generated partially by Sunworks of the communication that transpired. As you can see the solar panels were malfunctioning right after they pulled them and correctly installed the brackets. The first half of the notes show how many times we called/emailed this are from their own records. Please have someone look at them to evaluate. *** and *****************************
  

• Initial Complaint

  Date:01/24/2023

  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 had solar installed through Sunworks Solar in 2017. The salesman gave me a production guarantee that my system would produce so many kw a year. In 2022 the inverter they installed failed during the peak months. This caused me to incur a $3,000.00 utility bill. This was the second time this inverter failed. The inverter was repaired under warranty. I tried to reach out to them in November ************************************** a production guarantee. I kept being told it was being worked on until January 24, 2023. I was emailed that Equipment failures or malfunctions are outside of Sunworks control. However, I have since learned aside from my issues this occurred to several other customers. They then proceeded to blame me for not monitoring the system through their application which had also failed on me. Given this was a known issue and that could have been avoided I dont feel the blame is entirely my fault for not catching the equipment failure. I am seeking at least a partial reimbursement due to their equipment failing.

  Business Response

  Date: 02/01/2023

  Sunworks sent the following e-mail to the customer *************** PM. I have attached the email to this response since the screen shot of the clause in the contract did not come through. 

  **************,
  
  I am the new Director of O&M at Sunworks, and my team sent me your request. I have reviewed the history of your system and see that your inverter was down from May 23rd- August 24th. On 7/25/22 Sunworks RMAd your inverter with the manufacturer and replaced the inverter on 8/24/22. Equipment failures or malfunctions are outside of Sunworks control, and we do not issue reimbursement for these situations. I would refer you to Attachment A of your contract, first clause. Please see below.
  
  
  
  While checking your production within the SolarEdge portal,I did confirm that you are setup with access to monitor, view production and receive alerts should your system experience issues. If you have any questions on how to navigate the portal or should you need service for an alert on your system please call us at ************.
  
  Thank you

  Customer Answer

  Date: 02/01/2023

  I am rejecting this response because: Sunworks has a production guarantee stating my solar will produce a minimum amount of power a year. I asked for a review and they refused. If the system they installed did not produce what they promised I feel they should make it right. The fact the system malfunctioned was not a surprise as this had occurred 3 times since install. The app they advised me to monitor it with rarely works and is not always accurate. They claim they cannot guarantee production when the system is not running however it was running and should have still supplied power. I have talked to other Sunworks customers and they have had similar issues with their inverters failing which were all installed by Sunworks. At what point do they take responsibility?
  

  Business Response

  Date: 02/08/2023

  **************, 

  After carefully reviewing the contract dated 08.01.2017, there is no production guarantee. I have attached the contract for your review. Can you please advise where you are seeing such language? 

  Please refer to the Attachment A section at the first advisory paragraph, " Owner understands Contractor is cannot guarantee production when the solar system is not running. If the solar system malfunctions, it is the owner's responsibility to contact contractor for service/repairs at ************."

  The app to monitor the system is through SolarEdge (your inverter manufacturer) Sunworks created the site on your behalf with the layout of the panels, equipment along with serial numbers so you can properly track your system. SolarEdge has had severe delays with data logging, network changes etc... If you find your system to be malfunctioning or have questions/concerns you can contact SolarEdge yourself and they can try to assist you or they will direct you to us for a service appointment. 

  At times, if you contact us first, with your permission, we can attempt to troubleshoot errors or issues with SolarEdge on our monitoring portal to save you the hassle. Once we diagnose with SolarEdge then we can report back to you with our findings and discuss the plan forward. 

  Please refer to the Attachment D for further warranty details