Complaints

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sun4 installed two solar batteries for us and finally passed the county inspection on the 3rd try. The cost was $22,000. When there was actually a power outage, the batteries sent so much power to the house that it caused our ceiling fan to catch on fire and fried all low voltage items: our stove, our air conditioning system, and surge protectors. Sun4s representative refused to come to the house to figure out why this occurred. They were just concerned with whether the batteries looked like they were functioning online. If we were not home, our house could have burned down. They said its our problem and we should call an electrician. We did call one and he said theres no problem with our wiring. it was the batteries. The manufacturer of the batteries sent a representative to figure out the problem and he did find that where Sun4 placed the breaker caused the issue. Sun4 still has not returned my calls. Apparently after they get paid, they no longer care about their customer. We ended up spending another $800 to get our AC and other appliances repaired. We would like a partial refund reimbursing us for the out-of-pocket costs, as a problem with installation was actually found by the manufacturers rep.

  Business response

  06/19/2023

  Sun4, **** is investigating this matter and takes the allegations of the complaintant seriously. Sun4, **** is currently in the process of investigating this matter.  Steps to be taken include (1) contacting all relevant contractors and/or technicians that performed work on the home, (2) contacting the battery manufacturer to review the conclusions allegedly reached by the manufacturer's ***** Service Technician ("FST") with respect to potential liability, and (3) requesting an opinion from a third party expert.
  

  Customer response

  06/20/2023

   
  Complaint: 20091376
  
  I am rejecting this response because the fact that the manufacturer was able to find the flaw in the installation, means that the installer Sun4 *** installed the batteries in a way that caused the damage; thus, allowing the manufacturers rep to make the repair and correct the issue. Hiring an attorney, which is what Sun4 *** did, instead of simply acknowledging our concerns and reimbursing us for the amount we spent to restore ourselves to 100%, theyve chosen to pay an attorney $100s and possibly $1,000s more than what I stated I spent, which is about $800-$900. I just want to be reimbursed. Investigations are unnecessary for what Im asking for as a resolution. 
  
  Sincerely,
  
  *******************************

  Business response

  07/17/2023

  Hi 

  Here the documents as requested 

  Customer response

  07/17/2023

   
  Complaint: 20091376
  
  I am rejecting this response because I didn't request any documents from the company, as they supplied as their answer. I just want to be reimbursed for the hardship they caused with their flawed installation. If they will not comply to this simple request, considering the money that we spent with their company, I'll move on to the next step. I see this sharing of documents as a way to stall, as they are aware, that as a lay-person, I wouldn't be able to decipher them. They probably assumed this would intimidate me, but instead has annoyed me further. The only resolution to this complaint is reimbursement for the hardship they caused in the amount of $800.

  Sincerely,
  
  *******************************

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