Complaints

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

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  SunLight Solar

  1106 W Central Blvd Orlando, FL 32805-1813

  
• 

  SunLight Solar

  1106 W Central Blvd Orlando, FL 32805-1813

  

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:02/06/2025

  Type:Customer Service 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.

  Im being double billed by Teco and sunlight. The purpose of the agreement was to eliminate the teco bill by installing the solar panels. The company claims I use more energy than agreed on the contract. The sales person asked for the teco bill to determine the amount of panels and stated I need more panels. I want them to take their panels back as they dont save me any money per our agreement they lied to me and didnt provide the correct service based on my usage.

  

  Business Response

  Date: 02/07/2025

  Hello Mrs. ****** *****, 

  Here in our office we don't have a record of an issue with double billing reported from you yet. However, we would be more than happy to help what's going on. Please contact our office so we can further assist you with this issue. 

  Thank you,
  ***** *******. 

  Customer Answer

  Date: 02/07/2025

  The double billing Im referring to is the solar company and ****. I decided for solar to avoid a higher bill from Teco. The agreement was that I wasnt going to pay for Teco and that hasnt been the case. 

• Initial Complaint

  Date:01/20/2025

  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.

  In October 2022, the Sunlight Solar company offered us the installation of a system of 17 solar panels, which would produce ***** KWH during the first year below my consumption at the time of the project, which was ***** KWH, amounts that were accepted by me with my initials in the contract. But as the months went by, our electricity bill did not go down, on the contrary, we paid double bills, the one for the panels and the one from ***********. Then, when analyzing a random bill (August 2024), in exactly Summer our consumption was ***** KWH, an amount that was not only below but should generate a credit in my favor. When I made the claim to the Sunlight Solar company, they acknowledged that the panels were not producing the energy they had promised, because the trees around my house were shading them, but that it was my fault because I should have cut the trees, and that they were not responsible because those were external factors. But how was I supposed to know if no one ever said anything to me, never did the engineers, salesmen, specialists or those who were involved in the project tell me that I had to cut the trees and that the proper functioning of the panels depended on that.For all of the above, we feel cheated, mocked and robbed, so we do not want those panels anymore, we have told them in writing to take them, that we do not want to continue being part of such a big lie and farce and with such a high cost for us.I hope for your help in this regard, because this issue of the panels is becoming a hurricane that is taking us down.

  

  Business Response

  Date: 01/22/2025

  Hello **** ********, 

  As we have communicated the same with you per other platforms, the production listed on your contract says "estimate" production. The system that you have is currently with production issues due to the trees that are causing shade on your roof that back when you signed for the contract they didn't have that shade on your system as well. If you trim the portion of the trees currently shading your panels then the issue is resolved. The reason nothing was mentioned in the past is because probably about 2 1/2 years ago the trees were smaller than they are today. These are in fact, factors that are outside of our control and we can give you another example, if a hurricane were to fly out the panels off your roof, that is another factor that we can't control. 

  Please let us know if we can be of any further assistance. 
  Thank you, 

  Sunlight Solar team. 

  Customer Answer

  Date: 01/26/2025

  I was not satisfied with their response. They defrauded us because they NEVER said that we had to cut the bushes. They never told us that production would be affected by the bushes that create shade. Who are the specialists? Who are the technicians? I don't want those panels, and I can't pay the double bill. Gentlemen, I don't want mediation. I want solutions. Take your panels. We don't want them.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22836267
  
  I am rejecting this response because:
  I was not satisfied with their response. They defrauded us because they NEVER said that we had to cut the bushes. They never told us that production would be affected by the bushes that create shade. Who are the specialists? Who are the technicians? I don't want those panels, and I can't pay the double bill. Gentlemen, I don't want mediation. I want solutions. Take your panels. We don't want them.

  
  Sincerely,
  
  ****** Evaristo ******

  

  Business Response

  Date: 01/28/2025

  Mrs. ********, 

  A proposal was done at the time of the contract in which is the software specialized in shading all year round for solar projects on each especific address, it's called Aurora. At the time of your proposal, the shading was not affecting your system. However, 2 years later it's affecting... 

  We have done the bill study for you and the system is producing but the shading of the trees is in fact affecting your production. Again, all that needs to be done is trimming the tree.

  Thank you, 

  Sunlight Solar. 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22836267
  
  I am rejecting this response because: The answer is UNACCEPTABLE, because it has not been two years and, if that were the case, it is IMPOSSIBLE for the branches of the bushes to have grown so much as to produce that shade. Furthermore, the production of the system has been low FROM THE BEGINNING.
  
  Sincerely,
  
  ****** Evaristo ******

  Customer Answer

  Date: 02/04/2025

  How unfortunate, *****, that the BBB company decided to close the case. That is why there are companies like Sunlight Solar that are in charge of scamming, deceiving and mistreating consumers, without any entity or institution doing anything for them.

  
  Thank you for the back and forth communications, I do not want to mediate, I am not interested, I want them to take their panels because they are thieves and crooks.

   

  ****** ********

• Initial Complaint

  Date:01/07/2025

  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.

  On September 9 2024 MS ******* A **** came to my house selling a filter system for my house which i purchased .She introduced me to file a claim on the damages of my house she took pictures of my house and then used them without my authorization .Sunlight Solar LLC have never been in my house there are no materials no solar Panels no survey nothing have been in my House .I have confirmed that Champion Solar LLC nor Sunlight Solar LLC have neither inspected nor my explicit authorization to take or use images of my property this constitute clear violation of my rights and may breached legal protection. For my understanding this is a fraud using my information and pictures of my property that I did not authorized. ******* works together with Sunlight Solar this company is harassing's me and stating that they done a job on my property that never was done. I cancelled the solar system in writing through text on September 19th,2024. I need this matter to be resolve as soon as possible.

  

  Business Response

  Date: 01/16/2025

  Hello **** ******, 

  On September 1st of 2024 you signed a solar contract with our company and on September 5th we did what we call a site survey. On the site survey, we do a survey to see if the system size sold on the contract actually matches what was sold on the proposal from 9/1/24. 

  Also, on the contract that you signed on 9/1/24; there are terms in which allows you to cancel without penalty and there are terms that also mentions how the contract moves forward if cancelled out of the 3 days of a right of cancellation. These images that we take are done only to the benefit of the customer in order to provide the installation of the product purchased with success and not used or shared out to public. It's all part of a process in order to successfully give you what was signed on the contract. Therefore, no violation on our end has been done nor a breach of contract. 

  Please let me know if you have any additonal questions. 

  Thank you,

  ***** *******. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22770500
  
  I am rejecting this response because: First of all the  contract was  never perfected they never delivered any of the materials no solar panels much less install solar panels I canceled with Rochey A **** written statement they now attempting to charge . Now they change  their story to the 3 days of  cancellation .  there are no materials in my house nor Solar panels .   they lied then and contradict themselves .i need the Lein lifted from my house because its inappropriate. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 01/23/2025

  Business

  Most Recent Message

  Date Sent: 1/22/2025 2:33:14 PM
  

  Mrs. ******, 

  Please take a look at the terms and conditions on page 2 of your contract. There's also a cancellation term within that page that further explains what happens when a contract is not cancelled within 3 days. 

  We are only following those terms and conditions signed by yourself on this legal biding contract. 

  Thank you, 

  ***** ******. 

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brand new tile roof was installed then before hurricane ****** solar system was installed by sunlight ***** insrall the ******* for securing solsr panel they remove few roof tiles aroung the brackt but when was re installed they did not secure it or fastener with two s**** each and when hueeicane Milto hit theseunsecure tiles was dscharged from room and cause interior leak contacted Sunlight and Powur and Sunnova all paties involved with no succes sunlight is responsible for deffective work an they ignoring this responsibilty.

  

  Business Response

  Date: 11/11/2024

  Hello, 

  Thank you for your complaint. 

  However, hurricane damages are not covered by any warranty what's so ever. These are natural causes that can't be controlled by anyone. 

  Thank you,

  ***** *******. 

• Initial Complaint

  Date:10/16/2024

  Type:Order 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 am writing in complaint against Sunlight Financial and a solar panel loan. The company that installed the solar panel promised the loan was transferrable and now that I sold my house and tried to transfer the loan to the buyers, Sunlight Financial is not allowing the transfer. Page 6 of the contract agreement say the lender may authorize the transfer of the loan and now they are refusing.I have made my payments on time and never defaulted. They are putting me in a difficult situation because I sold my house and need to move to be closer to family. It is these types of deceiving practices from companies like ******************* that make hard working people became discouraged from investing in clean technologies. All I'm looking for is for Sunlight Financial to authorize the transfer of the loan so I can sell my house.

  

  Business Response

  Date: 10/17/2024

  Hello Mr. Toscano, 

  I believe you're making a complaint against the wrong company, as we are Sunlight Solar and the company you're complaining about it's a financing company called Sunlight Financial so we are 2 separate entities. I'd recommend getting in touch with the financing company. 

  Thank you, 
  Monik Anselmo. 

  Customer Answer

  Date: 10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22431504, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Amauri Toscano

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The work was done in 2021 however the "issue" was recently discovered when Sunlight Solar came back for another repair and found the damage they left the first time... In September of 2021, I contracted with sunlight *************************, who then performed the work to remove a solar water panel from my roof in order to shrink the system. This included all of the accompanying tasks required to leave me with a working system and a sealed roof. A few days ago ***, the lead technician, was at my home to repair a pipe that was leaking farther back toward the rear of the house. Prior to performing any work, *** and his partner performed a full inspection of the Solar water panels and piping. *** indicated that there were big holes in the roof towards the front! He said that whoever had removed the solar water panel previously had poor workmanship, because they had neglected to fill in the holes where a previous solar panel had been removed. Not filling in the holes is clearly a defect in construction and workmanship. The company who performed this work was his own, Sunlight Solar.Within the past few months I have noticed water damage on the ceiling in my kitchen. *** could see the damage is directly in line with the holes. I was told that the work has a two-year warranty and this is therefore out of warranty. This, however, is not a question of a warranty on work adequately done. Rather, this is damage caused by the failure of the installer in 2021 to perform the work that should have been done initially, but wasn't. The issue is an initial defect in construction and workmanship by their company. I am therefore requesting that they cover the thousands of dollars in damages - so far we can see my kitchen ceiling and likely the attic insulation and roof repair where water damage occurred, which are a direct result of the defective work. The photos Sunlight Solar has showing they sealed holes are not the same holes. They agreed in an email they sent.

  Customer Answer

  Date: 10/05/2024

  3 critical points need to be made because sunlight solar is claiming they have photos and a warranty period making them not responsible, but this is not a warranty claim and the photos are of other holes, not the holes that caused damage:

  1. The work was originally not done correctly. This request is not a warranty claim on work done correctly. This was defective workmanship from the outset. The point is this is work that was never done and there was no way to know they didnt do the required components of the job in 2021.
  

  2. The law provides 4 years from time you find or could reasonably have found the issue. I didnt go on the roof to inspect because that is not reasonable. I trusted this company did what they were supposed to do. And it was a technician from this same company who said the holes were never plugged (last week when this was discovered) followed by two roofing companies that agreed with the technician that these holes were never covered. And that original work was in 2021 so still less than four years.
  

  3. The photos provided by sunlight solar are by their own admission not the same holes as the ones never sealed. Sunlight solar found they patched a couple of holes but the ones overtop the damage are not in their photos. They emailed back acknowledging this. 
  

  A side note- because outside of how their management handles things, the technicians have been great and obviously made a mistake causing the issue this section is to help management because they need to learn a customer perspective or update their ************************* website which inaccurately says they provide customer satisfaction and they do things the right way. I requested repeatedly to speak to management and they refused. That action is hardly customer satisfaction, to not provide a route of escalation to discuss wrongdoing. And also as the customer I was not satisfied that, after damage was found by their technician and reported to management, the right thing to do is for their company manager to proactively call to apologize - this was not done. The opposite was been experienced where the manager wont discuss the issue. And this is not a warranty claim but a job done wrong (by their technicians admission and 2 roofing companies) and they caused damage to the roof underlayment (possibly the wood), and the ceiling inside, totaling about $3,000 so far. Not finding resolution and making whole what they know was never done but should have been on their part, is not doing something the right way. They are trying to get out of doing whats right.

  

  Business Response

  Date: 10/07/2024

  Hello *** ******, 

  Thank you for your complaint, as we had already informed you that no solution under warranty would be done as it has been 3 1/2 years since the work on your home and that our warranty for repairs were only for 6 months. The work done for you and it was resolved is from March of 2021, with a 6 month warranty, the warranty is then over on September of 2021. Now 3 1/2 years later of the work done, and 3 years after the warranty is done, unfortunately there's nothing that can be done under the warranty. 

  We have to disagree with you that we have "agreed" that it was our defective work... I have read the invoice and the estimate myself and nothing of such kind is written on there. The technicians sealed the holes for you out of courtesy. 

  Please understand the period of time for the warranty of repairs. 

  Thank you, 

  ***** *****. 

  Customer Answer

  Date: 10/08/2024

  Complaint: 22381954
  
  I am rejecting this response because this does not address the issue.  The response references a warranty when there is no warranty claim being made, and as such, the warranty period is not applicable - it's irrelevant. This is negligence. The time required by Florida Law to identify the issue and take action is (4 years) which has not been exceeded (as the damage was only recently found!) 

  The work in 2021 included, at the highest level, re-piping and removal of the panel. By your technicians own admission you were supposed to patch the holes. This is also evidenced by your first response to the issue, when you sent photos to try to show you did patch holes. Because of course when removing the panel and repiping they were supposed to seal the holes from the clamps they removed. Only now, when you see the defective workmanship, and that the photos of the patched holes are not the holes that caused damage, your story has change. You see the holes they did not fill and say it's okay for them to remove the pipe clamps and panel and leave the roof full of holes? Of course not - the installers did not do a complete job, and that's why this is negligence for defective workmanship.  It is negligent to leave the roof will giant holes in it. Your technician *** went on the roof two weeks ago said the same when he saw the work. *** said whomever took this down did a terrible job because they should have plugged the holes. And when he saw it was someone at your company, he said we should be reposnsible for this damage.  I was told that *** is your top technician and he should be rewarded for his refreshing honesty. 

  In order to be reimbursed for the repair costs, this BBB complaint is my first step.  As discussed with my attorney, my goal is to try to avoid legal action with the hope to not burden the court with a civil small-claims lawsuit containing such clear cut negligence. The estimates to repair is $3,000 ($1200 on the roof, $1800 on the inside). This is an estimate but is not final because they can only take into account the damage seen (roof & underlayment, ceiling and paint)  but not, for example, wood damage, insulation damage or mold caused by the leak that may or may not be needed. I have also filed a complaint with the ********************** and Professional Regulation as well: complaint number is: **********. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/15/2024

  Mr. **** ******, 

  Our company warranty for services is not 4 years, but 6 months. When you purchase a brand new installation, the warranty is different. Every company will differ on their workmanship warranties and it's not negligence. 

  Thank you, 

  ***** *******. 

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22381954
  
  Monik,
  I reject this response. Your technicians leaving holes in a roof is shoddy workmanship, and this is the legal definition of negligence. Negligence is defined as not acting with the level of care that a reasonable person would exercise in the same circumstances.  Negligence doesnt have a warranty. Negligence causes damages and the law requires responsibility by the vendor for 4 years after the discovery of negligent work.
  The pipe work performed by your company was a success, but in removal of the panel, the  creation of roof holes shows terrible work performed by your company, Sunlight Solar. This terrible work was called out by YOUR lead technician *** as soon as he inspected the roof, to make a repair on a different section of pipe. *** spotted the holes on the roof and took photos and videos of the holes. When he was on site, he bluntly said that whoever took the old panel down did a terrible job because they should have plugged the holes. And when he saw it was Sunlight Solar, his own company, he didnt change his story. *** said we should be responsible for this damage.  He said this because he is honest and acknowledged that proper procedure was not followed. *** was not trying to get out of doing the right thing, but rather stated clearly that this was a big error, because they would normally never leave holes in a roof. To help make up for the error, *** quickly filled in some of the biggest holes with caulk. However, unfortunately, there was already damage to the roof and kitchen that needs to be repaired.
  It is not just your technician *** who thinks sealing the holes should have taken place and that your company made a mistake. I have now followed up with roofers and solar companies, and 100% of them agree that making holes in the roof after removing clamps is immediately followed by patching holes. To confirm this, I googled solar pool heater repair companies in ******* and called all of the ones listed at the top, on the afternoon of 10/21/24.  I made contact with 3 companies, and I asked each one, when you remove an old solar panel do you leave holes in the roof? 
  -       Sammi from Fun in the Sun Solar stated: we would never leave any penetrations on the roof.
  -       Gianna from Solar Source stated: we would use flashing to fill the hole.
  -       **** from Revolution Contractors stated, we would never leave any holes in a roof.  
  
  Your response to the Better Business Bureau regarding the damages caused by this negligence says that you fill holes as a courtesy, but this defies common sense. Common sense dictates that if you are doing work on a completely sealed, 4-year-old roof, leaving holes in your wake is negligent practice! Your competitors and moreover,  your own technician agree. Your company created these holes by removing clamps, so you literally made holes in a perfectly great roof, and you should have sealed the holes you made. And because a reasonable person under these circumstances would have plugged the holes, this is pure negligence and your company is required to take responsibility legally and morally.

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

• Initial Complaint

  Date:08/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No power from the ************* box

  

  Business Response

  Date: 08/19/2024

  Hello ********************, 

  Unfortunately I believe you have the wrong company. The address you have provided is from ********, this Sunlight Solar is in *******. I also have looked for your last name ******** and I don't find you in our system. 

  Could your contract be with a different name? 

  Thank you, 

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/23/23 installed solar 6/7/24 discovered conduit line damaged duct work in attic; Sunlight Solar was contacted 6/12/24 Sunlight tech determined Sunlight Solar Tech damaged duct work during install 6/26 ************ sent by Sunlight Solar inspected duct work and determined trunk line was damaged during install of solar panels Have not heard from Sunlight Solar as to when and how they are going to resolve 7/24/24 Project manager (I will leave nameless) was supposed to contact me to let me know when they were fixing and still has not called

  

  Business Response

  Date: 07/29/2024

  Hello ******************, 

  After the visit we did for you on 6/12/24 we have been talking to multiple AC Contractors. I believe ***, our project manager, has been in contact with you to let you know that we're trying to see which AC contractor is available to get the work done. As soon as we have a date, we'll let you know. 

  Thank you,

  *************************. 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22050803
  
  I am rejecting this response because:
  No project manager has called me. As a matter of fact, Sunlight has not called me at all. I have had to call in. **************** always says a project manager will call back. And I wait and get no call. I am concerned that I am being blown off.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/31/2024

  ******************, 

  We have been working on getting an ** contractor that knows how to fix the issue. 

  ***, our project manager will be in touch with you as soon as we have the date the ** contractor will be available to coordinate with your schedule. 

   

  Thank you,

  Monik, 

  

  Business Response

  Date: 07/31/2024

  Date Sent: 7/31/2024 2:51:49 PM
  

  ******************, 

  We have been working on getting an ** contractor that knows how to fix the issue. 

  ***, our project manager will be in touch with you as soon as we have the date the ** contractor will be available to coordinate with your schedule. 

   

  Thank you,

  Monik, 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22050803
  
  I am rejecting this response because:
  I have not been contacted by the project manager. I have not been contacted by the company.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/02/2024

  ******************, 

  We apologize, then we must have a disconnect and have been contacting someone else maybe? 

  We did speak with someone on the number ************ and scheduled 8/10/24 for the ** contractor to fix your ** work... 

  Please let me know if that is not your number? This as I mentioned in one of my responses from 7/31 that we were going to contact you to schedule. 

  Thank you,

  *************************. 

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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,

  *************************.