ComplaintsforSunLight Solar

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 2017, we purchased solar panels from Sunlight Solar. They also installed them. We were told that we had 25 year warranty covering our solar panels if anything went wrong. From sale to installation until any issues that I have had over the years I've contacted and dealt with Sunlight Solar with no issues. This brings me to the phone call I had on July 2, 2024. I noticed that a micoinverter is not working on one of my solar panels. I found out when I installed the enphase app to my phone. It's been like this since last year. In the past Sunlight solar would monitor and call me to let me know if something was not working properly. When I called the representative told me that it would cost 170 dollars for someone to come out to diagnose. He then said if it is the microinverter it would require a second trip that would cost an additional 250 dollars. I asked him why the tech doing the diagnostoc didnt bring the part with him and change it during that visit. I brought up the 25 year warranty, he stated that I did not purchase the solar panels from Sunlight Solar, Panels Plus sold them to me. It's funny because this is the first time I have ever heard of this company. He said I should contact them to see what they could do since the panels are under warranty. He said something interesting before we ended the call. He said "we no longer do business with that company", then hung up. I looked up Panels Plus and called them. The person I spoke to had no record of my purchase, supposed contract or warranty. I purchased my panels from Sunlight Solar, they set up the financing with Greenlight, they installed, monitor thru enphase and service the panels. They sent an invoice to my email that I have included in this complaint listing Panels Plus business address in place of my hone address. I think they are trying to take advantage.

  

  Business response

  07/11/2024

  Hello ****************, 

  Your system was in fact installed in 2017 and all of our products installed comes with a manufacturer's warranty. If you look closely on the manufacturer's warranty, THE MANUFACTURER does cover your warranty for 25 years. We do have ACCESS to the monitoring system, however we don't monitor your system. Please keep in mind that when it's manufacturer's warranty issue, we must do 2 visits: 1 to find out what the problem is and report it to the manufacturer, and a 2nd visit to replace that part only AFTER the manufacturer send us the part. We're only the representative of the manufacturer, we don't manufacture parts ourselves. The financing company you financed it through was Greensky and the "Panels Plus" is only the name of the organization that sold it, but you're correct it's through our contract. Apologies on my customer service representative that *** have been confused when he told you that incorrect information only. But the procedure for having something done under manufacturer's warranty is actually correct. 

  Please let us know if you have any additional questions. 

  Thank you, 

  *************************. 

   

  Customer response

  07/11/2024

   
  Complaint: 21971652
  
  I am rejecting this response because:

  Attached you will find one of multiple emails I can produce that your company does in fact monitor my solar panels. Not only did your rep ***** my time by making me believe that I needed to call panels plus, your company sent an invoice with panels plus name and address. Your company has access to the solar panel information. Your rep told me when my microinverter stopped working. To charge 170 dollars for a tech to show up to report the same info then 250 dollars to replace a part. 170 charge or 250 charge is acceptable for a part that is covered under warranty but 420 because you cannot do the service in one trip is ridiculous and unacceptable.
  
  Sincerely,
  
  *************************

  

  Business response

  07/18/2024

  ****************, 

  We have ACCESS to your monitoring system, but we don't have a department 24/7 monitoring systems. Enphase, the manufacturer themselves, also does the same thing. As I mentioned, our customer support representative did the mistake of not having the knowledge that "panels plus" was a sales organization. We never have said that we don't have access to your monitoring, we just don't have a monitoring operator. The monitoring of solar panels from any customers is a tool that we have as an installer to help customers when there's an issue on their system. HOWEVER, it's not our job to monitor every single system. By manufacturer's GUIDELINES, we must do a visit on site, do a full diagnose of the part with the manufacturer on the phone before THEY send us a new MANUFACTURER'S PART UNDER MANUFACTURER'S WARRANTY, that's why the charge for the $170. The $250 charge is to replace that part once the manufacturer sends it to us. Unfortunately, it's not up to us how the manufacturer gives out those parts as we're NOT THE MANUFACTURERS BUT ONLY THE INSTALLERS. 

  Thank you, 

  *************************. 

  Customer response

  07/21/2024

   
  Complaint: 21971652
  
  I am rejecting this response because:
  I called THIS PAST THURSDAY SPENT MY TIME TO TRY TO CLARIFY MY ISSUE WITH SUNLIGHT SOLAR, AFTER GETTING NOWHERE WITH JAOA FOR OVER A HALF AB HOUR, WE REQUESTED A TO SPEAK TO A MANAGER, THIS CALL NEVER CAME". INSTEAD YOU DECIDED ON YOUR OWN TO PUT YOUR RESPONSE INTO THE BBB. LET ME REMIND YOU I AM A CUSTOMER WHO SPENT OVER ****** DOLLARS WITH YOUR COMPANY. I DO NOT APPRECIATE BEING GIVEN THE WRONG INFORMATIIN THEN PASSED ALONG. **** GAVE THE EXCUSE A MANAGER WAS NOT AVAILABLE. I EXPECT A PHONE CALL FROM A MANAGER AS REQUESTED. **** WAS VERY RUDE AND DISMISSIVE IN THE INITIAL PHONE CALL WHICH YOU CAN LISTEN TO SINCE ALL CALLS ARE RECORDED AS PER YOUR RECORDING. PLEASE LET THE REP AT THE BBB LISTEN TO IT SO THEY CAN SEE. EACH PERSON I SPEAK TO HAS A DIFFERENT STORY, THIS IS THE REASON FOR WANTING TO SPEAK TO A MANAGER. POOR CUSTOMER SERVOCE IS NOT GOOD FOR BUSINESS. I FIGURED YOU USED CAPS TO GET YOUR POINT ACROSS THIS IS SO YOU GET MY POINT. MY TIME IS ALSO IMPORTANTANT PLEASE STOP WASTING IT. THANK YOU.
  Sincerely,
  
  *************************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2019 approximately Sunlight Solar installed the solars. My *** bill never decreased. In fact after installing even more panels - the *** bill increased. I complained several times but they never did anything about it. In 2023 December - I had to re-roof my home. I selected a company that specializes in *************** During the detach - they informed me that my panels were not working properly because they had not been installed correctly - they had been installed with incorrect wires. After the reset - for 3 months now my *** bill has decreased to $25 per month and my solar panels are production so much energy - that it is being sent back to ***. This never happened in the history of my panels. It is the same panels. I need to *** this company for not installing the panels correctly. I have proof now.

  

  Business response

  07/11/2024

  ***********************, 

  Thank you for reaching out and doing this complaint. I do see that we did your installation in May of 2019. However, we have never been out to your house other than to add on additional panels. You did request a quote for removal and reinstall since you were getting a new roof. Unfortunately, you decided to choose a different contractor to do your removal, which not a problem but it automatically voids out our labor warranty if you had any left. Another contractor saying that we did the wiring incorrect of the installation, it's not the proper way to say that we didn't do your install properly. Also, Having a system installed for almost 5 years and not ever having us check your system is a bit difficult to say that we did your installation incorrect. Electric rates do go up every year... For every installation done, there's a permit and an inspection. Everything was installed per engineering and passed ALL of inspections necesary by the county. 

  Please let us know if you have any questions.

  Thank you,

  *************************. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a hybrid hot water heater from Sunlight Solar in June 2020 as well as insulation and a solar fan. The hot water heater has a leak, it is leaking water into the catch pan underneath and then overflowing into my garage. We can not find a company that will work on this type of hot water heater and have even tried calling the manufacturer to get recommendations. After futile attempts to find a company that can work on this, we called back Sunlight Solar and they told us that they could work on the water heater that they installed. We agreed to pay $250 to them and had told them the diagnosis that another company had given us. We even had the part needed to fix it per the other company. They came out to the house and then stated that they could not work on it even though they had told us that they could on the phone and that is why we had agreed to the cost. They then told us that they were still charging us the $250 for the visit and that they would put a lien on our house if we did not pay it. So they not only sold us a hot water heater that no company can work on, they are charging us $250 just to come out and tell us that they wont work on it. They said they can work on the outside but not the inside and we had told them ahead of time what the issue was. At the minimum, I dont want to pay the $250 but it so only good customer service to fix the problem or replace the product.

  

  Business response

  02/21/2024

  Dear Mr. and *******************,

  As we have mentioned on the invoices (after we did our visit on 2/8/24) and on conversations over the phone the issue you're currently having has to do with a manufacturer's default, but we can explain here again to you. You system was originally installed by our company in 2019, in which we give a 2 year labor warranty. On January 30th of this year, you approved an estimate sent to you in the amount of $250 in which it was the service call fee for your arrea in ************. Since you accepted the charge, the visit was then scheduled for February 8th. We did a full inspection of where the leak was coming from. The leak was found from an issue inside of the tank, something UNRELATED to our installation. Therefore, we communicated that we can't open  your tank as we're not the manufacturer's. HOWEVER, even that your tank has a manufacturer's defect and still could be under their warranty, we have been trying to communicate with them to see if we can claim a new one for you. But until then we can't do anything on our side, as it's not an installation issue. Even though we have not received payment for the service call, we have still been trying to help you... and then we get this complaint... 

  So until we have further communication from the manufacturer we can't do anything on the tank as it's not related to our labor installation that is also out of warranty as it expired June of 2021. 

  Thank you, 

  *************************. 

  Customer response

  02/23/2024

   
  Complaint: 21305301
  
  I am rejecting this response because Sunlight Solar has not been in touch with the manufacturer re this issue.  We just spoke with them and they have no record of this.  They report that they document all calls based on the serial number and they only have record of our contact to them.  
  
  Sincerely,
  
  **** And *******************************

  

  Business response

  02/28/2024

  I am rejecting this response because Sunlight Solar has not been in touch with the manufacturer re this issue.  We just spoke with them and they have no record of this.  They report that they document all calls based on the serial number and they only have record of our contact to them.  

  Hello ******************, 

  Thank you for your response. I understand that you don't agree that we have been in touch with the manufacturer, but we were in fact trying to reach out to them on your behalf even though it's not part of our duty to do so. We were doing it as part of a courtesy of our customer service, trying to find a solution for them to give you a new tank or instructions/authorization on how they, as the manufacturer, would like to proceed with the manufacturer malfunction part inside of your tank. 
  However, based on the call from early this week, you told one of our customer service representatives that you would no longer need us to do anything. So we're taking this into acknowledgement and will not longer try to contact the manufacturer. 

  Thank you, 

  Sunlight Solar. 

  Customer response

  02/28/2024

   
  Complaint: 21305301
  
  I am rejecting this response because: I can prove that you Have not been in contact with the manufacturer at all, but yet you told the business bureau that you have. Heres my proof; Attached to this email is my phone log from last Friday to today. As you will look from the text received On Monday, February 26, and then a phone call Received on February 27 your company was looking for the serial number to now work with us with a replacement that was not offered in any previous conversations at all. The second bit of proof is my direct phone calls to the manufacture; which will be the 800 number you will see on the attachments and per the last discussion I had with American Water heaters. Anytime you call the manufacturer, they create a case number. on February February 23rd The American agent created a second case number but this time they created they supplied me with a return authorization number to have the tank replaced at no expense to me. They offered me a tank of my choice to replace the one that was installed, but I would have to pay for the installation myself. In fact, after speaking with the plumbers today, regarding my new tank that was installed, I will have additional information of incorrect installation of this previous water heater in my home apparently the diaphragm tank the one that hangs above the unit was not installed Properly, which resulted in the pressure tank that is above the hot water tank not only to fill up with water, but not able to drain properly which made the emergency drain through the emergency Train into catcher bin, which was filling up and flooding my garage.

  So contrary to what you told the Better Business Bureau about contacting us, and trying to work with us has been completely false not until a text On February 26 and a call on February 27 did you ever ask for the serial number to contact the manufacturer to assist; that was all done through my hard work and my frustrations to get things done by calling American water, heaters myself, and getting a resolution; in which the manufacture has been more than helpful to fix my issue by giving us a replacement. American wide heaters also mentioned that there was no contact by you or your company because the serial number, and the case created our tied together. If you had called them with the serial number, they wouldve attached your information and your phone calls to the case numbers that were already on file with their company, which information is attached to this email.

  The only way this can be resolved is with a refund. I dont think its out of the question to waive the $250 fee for sending your technicians out to tell me that they could not work on a product you sold and then counteract with the threat of putting a lien on my house if I did not pay the $250 visit fee, in fact, I dont think its out of the question to give me an Additional credit on my account for all of the frustrations time, effort, cleanup that Ive had to deal with in my garage because of your delays and unwilling to help until I reported this to the Better Business Bureau. The ball is in your court sunlight solar. How would you like to perceive into getting this matter resolved and closed? I think my request for Having the $250 tech visit fee Waived and an additional reasonable Credit towards my account For my time and my frustrations and my extra work is not unreasonable. See attachments and please respond.

  Sincerely,
  
  **** And *******************************

  Customer response

  02/28/2024

  See attachments 

  Customer response

  02/28/2024

  See additional attachment for Proof of my with American water heater company This email is regarding their customer service survey to be completed on how they handled my request

• Initial Complaint

  02/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I got taken with this solar panel ********** after thinking it was going to be covered by the government Im now stuck with a 25 year contract that I have to pay from my social security disability benefits n still my electricity bills have not lowered they said my bills would be no more than ***** dollars but Im getting bills from duke energy over ******. These solar companies are scamming people especially seniors like myself im hoping you can put a stop to this scams im a 73 year old disabled senior n now im stuck with a obligation of a monthly payment over ****** I dont want other seniors to get scammed maybe you have the power to put these scamming companies out of business Thank you Have a blessed day. If you need to contact me I can be reached at my cell phone number ************

  

  Business response

  02/21/2024

  Dear ************************,
  We are really sorry that you are disappointed with your solar system.
  First of all we would like to clarify that Solar is not scam and with 20+ years of experience in ******* we already helped hundreds of clients to go solar, saving money and helping the environment.
  
  As you can see on your contract, the federal tax credit is 100% related with your tax liability and once we are not a CPA we cannot guarantee for how much will you be eligible for.
  Regarding your electric bill we believe you remember all the details explained to you during our sales presentation but let me point a couple things:
  Solar system generates a certain amount of energy and you will only pay to the electric company the exceeded amount of energy used (your consumption is something we cannot control).
  Your system was just turned on, and during the winter is normal to have a lower production but our contract has a yearly production estimation and you will see that after 12 months we will delivery all the energy promised.
  Its important to keep in mind that your monthly payment includes all the negotiated benefits and advantages according to your requests.
  
  So again, feel free to get in contact with us if you have any questions
  
  Regards
  Sunlight Solar

• Initial Complaint

  11/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am so disappointed and disgusted with SunLight Solar. This company has chosen to put a lien of $5,000.00 on my home due to the fact that I decided it was in my best interest to go with another solar company. It clearly shows that I had 7 days to cancel the contract. I made efforts to call to cancel, but they conveniently did not answer. I did, however, call the finance company to cancel the process, and they have that as proof that I was no longer proceeding with the contract. I am a veteran and feel I have always conducted myself with honor, but instead of helping me, they said to bring on my lawyers. There were no permits even pulled or any work to warrant a $5,000.00 lien on my house. In my further research, I found that the documents had been initialed by someone other than me, and my initials were used to sign the documents and not my signature. Also, the name that appears on the paperwork as the SunLight representative shows Romulo C********** and I have no idea who that is. The last time I checked, it was illegal for someone to forge your signature. Gerardo is the sales representative who helped me with the paperwork in my home. For someone to take advantage of a veteran and a retired citizen is beyond disgusting. I served my country for people to have rights, not for corporations or people to take advantage of its citizens. I am appalled that this happened. It is not right. To think that it happened to me, who else has it happened to.

  

  Business response

  11/21/2023

  Dear Mr. ******* we are really sorry to hear your disappointment about our company. Please make sure that we are not here to cause any problem or damage to anybody. But in another hand we have a clear agreement with you and our rights.
  You are 100% correct when you say that you have 7 days to cancel no charges, but your agreement was signed in 10/24 and your cancellation came to us on 11/03 (10 days) and to the bank on 11/02 (9 days).
  All our calls are recorded and we couldn’t find your number on our income call list,  a voice message,  an email or mail about it.
  When you talk about forged signature we would like to let you know that your contract was signed using Docusign through your personal email account and only you have the password. Your permit paper work was signed in person during the Site Survey and your lease documents signed using the lender platform.
  
  As you mentioned you decided to go with another solar company, even after we offer you multiple options, and that is ok. But we need to recover the time and effort applied to your project since the day one and that is why a cancellation fee is applied for (see below our agreement that was signed by you as well). 
  
  “This is a home solicitation sale, and if you do not want the goods or services, you may cancel this agreement by providing written notice to the company in person, by email, or by mail. This notice must indicate that you do not want the goods or services and must be delivered or postmarked before midnight of the seventh day after you sign this agreement. Upon signature of this agreement, if there is a cancelation after 7rd day, the company may keep all or part of any cash down payment. If cancelation is done after the 7rd day, Sunlight reserves the right to charge $5,000 for Permit costs, site survey expense, engineering drawings, administrative fees, unknown costs such as: return of materials, cancellation of permit, sales representative costs and similar expenses….”

  Therefore, nothing was forged nor not honored per contract on our side. 

  Thank you, 

  Sunlight Solar Team. 

  
  

  Customer response

  11/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  When I called the first time to cancel was the 7th day of the agreement, and I do have proof of my calling. Then you guys sent me a Notice to Owner stating that I had only 3 days to cancel. Now reading the agreement it does not state I had 3 days to cancel, it states I had "7rd" days to cancel. That is a big misspelling in their contract which it does not state very clear the time frame I had to cancel.

  I never handed my phone or give my email password or give authorization to sign the agreement for me. The person who filled out the agreement and forged my signature I have never met or seen before (Romulo C*********). The only person who I was in contact with was Gerardo.   

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

  

  Business response

  12/01/2023

  Hello Mr. Cooper, 

  We have responded on Google Reviews as you seem to have left the same thing on multiple platforms in which we have answered. 

  However, we still would like to remind you that you do a phone call through ******* (the financing company) in which it's recorded as well, that it's called a "welcome call" to verify all of  your information. On the multiple calls that Ray (one of our project managers) have also reminded you a few times. 

  Your calim for cancelling the contract,on the phone calls with Ray was that you wanted to sell the house but in reality is that you have decided to change contractors, in which you have all of the liberty too, but following the breach of contract rules. 

  We also have a video of when we went to do the site survey of where you would like the panels to be installed on. 

  So again, we are not a company that complies with fraud. 

   

  Thank you, 

  Sunlight Solar Team. 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was promised my bill will be lower and it not. I really thanks that don't see my solar system. I don't think my house don't see it. We I ask the installer just says they don't see anything wrong on there end. Ok but my bill don't reflect that. With also the fact I'm paying 143.00 a month extra for solar. Which I see it's part of the electric bill. I wish they they this thing of the house. It's worth nothing to me.

  

  Business response

  05/24/2023

  Hello, 

  Please make sure to complaint against the correct company. We are located in Florida, your address is from Virginia. Thank you. 

  Customer response

  05/24/2023

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

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are SO many lies involved with this company, and every time you bring proof they change their story- our system is NOT only NOT want we were told it would be but based on what we got extremely over priced! We were told that because we didn’t have an initial bill he would base it on our previous system our old house- we paid 30,000 for our previous system, and paid little to nothing for electric- Our current system was supposed to come with a battery and was much more expensive (approximately 80,000) I did question this and he said it’s because of the battery and I got you a bigger system so you would produce more- at the end of all this we didn’t get the battery, in which he said it’s not part of your contract, again asked about that as well in the beginning and he said that it wouldn’t detail it out, didn’t think much of that because, well the new roof and the fence doesn’t appear in our signed contract either, but they are installed. When I told him we had our ring cam video stating it came with a battery he stopped answering me, and we refused to sign the final install paperwork. Our system is not producing hardly anything, makes almost no difference to our bill, (and a bill was provided upon request when we got our first bill back before the system was installed), when I inquired we were blown off, or lied to again, when evidence is provided the story changes, and ultimately then told that we are the ones missing the point. I am not sure in what universe we would have paid over double our previous system to produce less! Our previous home was over 4000 square feet and much bigger than our current home. I want them to give us what was promised! I do have in email that they promised a system like our previous system, I also have all our old electric bills from the previous system! As it sits now I’m paying the same in electric as we were and now have a huge loan payment as well for nothing!

  

  Business response

  05/25/2023

  Dear Mrs. ***********
  We are very sorry to hear that you are unhappy with the services provided by our company. Mainly because we have 20+ in the industry here in Florida and only last year we installed more than 1000 projects without complains like that .
  We really believe that LIE is a very strong word and we will be more than glad to evaluate all your records that mention something  that was promised and not delivered.
  
  Let’s start with the battery question. We couldn’t find any record about a battery being quoted or included in your project, so please send to us the evidence that this was negotiated by *********************
  
  Regarding how the system works, it’s important to keep in mind that a solar system is 100% related with energy production and we have no control about your family/house energy consumption. Yes, we prepared your solar design based on your old house system and your actual house sqft and at the time you signed the contract No bill was provided or even available because you guys had just a week living there.
  Evaluating your system based in data (not a guess) we can affirm that you have a massive consumption in the house that we highly recommend a investigation. Let me share some numbers so you can understand what we are saying:
  
  Your house has 2213sqft and a regular consumption for this house should be around 1100kWh in average per month. But during March your consumption was 3140kWh and in April 3470kWh (almost 3 times more)
  In the other hand we have your production that was estimated in 1292kWh for March and your system produced 1630kWh. So you can say that we were wrong, but in a very good way because in March your system produced 26% more than you paid for.
  All this numbers are available on your Enphase monitoring account and we will be more than happy to have you here with us to answer any questions about it. And if you ready your contract carefully you will see that we have a production guarantee and we are delivering more than was promised until now, but we can never promise bill reduction once we can’t control your family/house consumption standards.
  If you still have electric bill to pay there is two ways to solve it:
  
  Find what is draining this energy in your house (HVAC, water heater, insulation, air leaking, heavy appliances) – Definitely something is wrong and can be related with the maintenance of the house and age/efficiency  of some equipments
  Install more panels generating the extra energy consumption
  
  Last but not least, we can never compare one house to another or one solar system to another. Energy production is 100% related with roof irradiation and shading analyzes and energy consumption is 100% related with the each house loads and family energy usage behavior.
  Besides that I cannot discuss the cost of the project because everybody involved knows what was quoted and what was delivered. All the numbers were placed clearly in  both contracts (Sunlight and the Mosaic loan agreement) and you guys approved everything, signed multiple docs and confirmed everything in recorded confirmation call done by the lender.
  
  Again, our doors are open to explain any further question and we hope you guys review this complain once we are a very serious company and we never left a client behind.
  
  Regards
  Sunlight Solar

  

  Business response

  06/20/2023

  Hello Mrs. *********** I have attached a copy of your contract that you signed for last year. As you can see, no batteries were signed up on your contract. What is on the contract is what has been installed and currently producing. If you need help with your monitoring system, we would be more than happy to set up an appointment with you here in our office. Here we have all of the tools to teach you how it works. You can also, look in your contract, check the production estimated for year 1 versus the amount of what you're actually consuming and what your system is producing. We have all sorts of tools to help you understand the system. Please give us a call to our office for you to come in one day so we may be of further assistance. Other than that, we stay with what we have been trying to explain to you. As you can see your contract attached, what is on there is what has been installed and fully functioning. Thank you. 

  Customer response

  06/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: please note that the contact also does not state that there is a new roof and a new fence either however they were still installed. We were told that the battery was included in with the system, and when I verbally asked about the 150 for a **** bill I was told that, that’s just the standard that you put down and our system was based on the system we had in Michigan- again already provided evidence of that. There is no way we would have paid for a system that produces less without a battery for more than double the price that we paid for our system in Michigan!!! 
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  04/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had sunlight solar install solar panles part of agreement with their rep who came to my home was a new hvac system he called the hvac company had them come install my new hvac now they are not paying them and im being told by hvac company im resonsible for the money for system

  

  Business response

  04/17/2023

  Dear Mr. ****,

  Thank you for your message.

  As we can see in our installation agreement there is nothing related with a HVAC in your project. And as a solar company this is not an item that we sell or install.

  But we know that sometimes the sales representative can handle a separate deal and refer different home improvement products/providers to help customer being more energy efficient.

  We will have your sales representative getting back to you to solve it  and we will make sure you get everything that was promised

   

  Regards

  ***

  Customer response

  04/19/2023

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

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Oct 14th I contacted Sunlight Solar to come out and inspect the straps and anchors of my solar panels. I wanted to make sure the panels were still well secured to my roof after the hurricane. They came out on the 18th went up on the roof, the office called when they arrived at my home and asked if they had my permission to climb on the roof to "fix" the panels. I clarified once again I only wanted the straps and anchors inspected to confirm the panels were secure, they acknowledged.When I arrived home I could tell they went up on the roof because the panels were left on and I could see wipe marks on the panels themselves. I called on the 20th to inquire about the inspection. They asked if any paperwork had been left by the door or under the floor mat, there was nothing there. After a brief hold they came back on the phone and told me they were still working on it. I did not receive an inspection report or a bill from them. On November 30th I received a certified letter from them threatening a lien on my home if I did not pay the $100 inspection fee. They had already closed for the day. I called on the 1st of December and told them I never received an inspection report or a bill from them. They reconfirmed my email address resent it and I still was not receiving any of it. Apparently they were using ********** to email those things and the lady on the phone said sometimes they have trouble with the software's emailing function. She emailed it directly from her email application and I finally received both however, the inspection report did not mention anything about the straps or anchors which is what I wanted checked. I paid the $100 dollar inspection fee over the phone in spite of the fact I did not receive what I originally requested to avoid any legal trouble.

  

  Business response

  12/23/2022

  Business Response /* (1000, 5, 2022/12/08) */ Dear Mr. *****, We are very sorry to hear that our service didn't overcome your expectations. Before replying to this message we reviewed all the documents, steps of your process and all the recorded calls between you and our team. We can see that you asked for an inspection on your pool system and performing this type of service; for the last 20 years we have a standard to check everything (attachments, plumbing, leaks, electric and electronic parts to guarantee the correct operations of the system). We prepared an estimate for you on 10/19 with the description of the items that we suggest you to replace and once attachments were not mention on this estimate means that its all good and secure. For some reason you are saying that you didn't receive our emails (and we are really sorry about that, maybe an antispam configuration) but on 10/19 we prepared all the docs and it was sent multiple times to your email. It's weird because our system tracks the delivery and it's showing that the invoice was viewed by you on 10/28, 7:33am. But not a problem at all. We will review our internal process to avoid problems like that in the future. But just to explain our actual workflow, when perform a service and we don't hear anything back from the customer (a call back or an email reply) we send a physical letter to let the customer to know about the debit and next step. As you can see this letter is not a lien but a warning. Our goal as a company is have all our clients with a high satisfaction level and of course not only inspect the system but perform the job. So as a courtesy we want to send you the reimbursement for your inspection and we will review your estimate to give you a special discount if you decide to do the recommended service with us. Please let us know. Thank you. Consumer Response /* (2000, 7, 2022/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for agreeing to refund the money. I would never assume that not mentioning the ties and anchors in the report means all is well, it gives me the appearance that they were overlooked. There is no need to look for discounts, I am waiting to replace the roof to remove the panels permanently.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On august 10, 2022 we had a man show up at our home selling solar panels, named Barrett. Phone number************* cell phone. He was driving a blue Tesla. He came into our home and told us if we went with their solar panels we would be receiving thousands of dollars ($18,000 to be close) back on a governmental program when we filed our taxes- knowing we had children and would NOT be eligible for the tax refund! Also stated that the paperwork we were signing was not anything more than preliminary paperwork to be able to start permits and paperwork for them. He stated that this was no big deal because we still had time to research everything that we wanted. He wanted this process to go as smoothly as possible- he also said that FPL only allowed 15% of the power grid to have solar so he would not be able to confirm 100% if we were going to be eligible or not. We had not heard anything back from Barette or anyone else from Sunlight solar until we decided to cancel everything. After he left our home, we decided to start researching solar panels- and this company! Well we were very shocked and immediately tried cancel the contract and now they are saying that we owe over $5,000! We were never told anything about this cancellation policy. This company is a scam scam scam! When we called to speak with the manager we got the run around, we got put on hold, and hung up on. Then the lady on the phone stated that she was being called names so she had to hang up, she also told us that there was nothing that could be done and hung up! Rude, unprofessional and My husband signed his preliminary paperwork as SBC as he always does and there are "electronic signatures" that are NOT his signature. We were lied and manipulated into signing this false contract and this is NOT how businesses should be run!!! Such a scam all around and I can only imagine how many more people they have done this to. They need to be SHUT DOWN.the A+ BBB review is one that is done BEFORE service

  

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/09/15) */ "Dear Mrs.********, thank you for your message and will be a pleasure to reply and clarify all of your questions: On August 10th our sales representative Barret visited you and presented you all the advantages to go solar and he was completely right when he told you that any homeowner that installs a solar system can collect up to 30% of the total amount of contract in federal tax credits. In your case $18759 and it doesn't have any relation with how many kids do you have but with your household income and you have up to 5 years to get this benefit from IRS if your household don't have income enough to collect on the first year All the documents that you signed were sent to your personal email and only you with your password is allowed to access and read. Our contract is very simple and there is only 2 pages of terms and conditions that clearly shows that after 3 business days, when we start to put money, labor and effort to perform your project you are responsible for a cancellation fee that covers our expenses. Your cancellation request was received 21 days after the contract signed. Besides our Installation Agreement your husband provided all his documents including his SSN and DL and he received a Loan agreement from Dividend Financial that he signed, and he performed a welcome call with the lender recognizing that he understood all the terms of the loan We would like to invite you to perform research on internet or Sunbiz before you call us a SCAM. Not only because we established in Florida for the last 20 years but mainly because we are the #1 Residential installer in Florida and only in 2022 we helped more than 1000 families to save money and help the planet going solar We are more then glad to talk to you, but unfortunately last time that you called us you were very angry, and we will never approve a person yelling on the phone or being disrespectful with our team There is no reason to lie or manipulate a customer that we are offering 30 years warranty and we will still be monitoring the performance of their system every single day Finally, we don't want to cancel your project and if you want to reconsider and clarify any further question, we are more than glad to answer."

*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. ↩