ComplaintsforSunLight Solar

• 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."

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Backstory, In November 2017, I purchased a solar array from this company, at the time of purchase we received a 10-year warranty on the solar panels and a 25-year warranty on the microprocessors, On August 31, 2022, we had an appointment to have a service on our solar system because it was not working properly. What they found was that 2 microprocessors were bad and 1 solar was bad. The technician (Yuri S****) stated that the two microprocessors were covered under warranty, but that our solar panel was not, because the manufacturer (******) was out of Business. After basic research found out that the statement from Sunlight Solar was false. The company is still in business, however, they have had multiple complaints concerning the solar panels since 2017. ****** did file for bankruptcy in April of 2017, and after reconstruction came out of bankruptcy in 2017. Sunlight solar by making that statement had null and voided our warranty on all solar panels that they sold us and that they do not have to honor the warranty, because they are still sticking to the story is that it is out of business. If they can not replace with like product, they need to replace all panels and cover all under warranty. They sold us the system with knowledge that the manufacturer was having legal issues.

  

  Business response

  10/20/2022

  Business Response /* (1000, 5, 2022/09/12) */ Mr. and Mrs.**********, per contract our labor warranty is for 2 years as listed on your contract signed in 2017. The work being requested to be done is not something that is related to our work but to a manufactuer's defect. Since we have serviced you, we found out that the company that manufacturer's the panel you purchased went out of business. Therefore, we can't help on anything else but offer you a quote for a new panel to be replaced since we don't manufactur any parts nor panels. Thank you. Consumer Response /* (3000, 7, 2022/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from the company. Per public record,******** Inc, filed for Bankruptcy in April of 2017. My husband and I have purchased a solar system in November of 2017. At that time, I believe that Sunglight Solar was aware that the systems that they were selling would not have a warranty honored. **False Statement of Warranty information that was given to us at time of Installation. "Following a successful reorganization and exit from Bankruptcy in 2019, ****** is now owned by*******************, a New York Based investment firm" per Wikipedia. So, the statement that the company is out of business, so it cannot honor warranty is wrong. I beleive that this company continued to sell ****** panels to customers after ****** went inot bankruptcy, and just had the attitude that we will deal with any reprocussions later. I still feel this company commintted fraud with the sale, and should do anything and everything in making their customers happy, since it is not the customers fault that the other company "went into bankruptcy" I still request that the Initial Service call be credited back and that panels should be replaced with out cost to us. Business Response /* (4000, 9, 2022/09/16) */ Mr. and Mrs. ***, we do not sell anything unless it's provided by our supplier. Sunlight Solar had no knowledge that ****** was out of Business. Unfortunately they are and we don't have a way to provide you a new panel under warranty and the labor warranty is not covered as it's been 2 years since the contract was signed. Even so, the labor warranty covers anything within those 2 years that's related to our labor only, the panel going bad it's a manufacturer's email. Thank you.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested an existing solar system removal service, roof repair and installation of a new system. They charged me over $50,000. An outside company did my roof and they haven't been paid. Additionally, the panels were left in my garage for more than two months without answering my calls. After a lot of follow-up, the panels were already installed but they were not activated. It still affects me because I am paying the electricity bill plus the loan and they left all the work incomplete. We have been in this process for more than 5 months and the worst thing is that nobody calls or answers.

  

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/09/12) */ Hello, just responding for the record. But everything was already being taken care of. It was just a matter of coming back from a Holiday weekend and being able to find the missing panel compatible as the existing panel that was broken was not being found in stock with suppliers. Thank you.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is an issue with work completed on August 25, 2022 by Sunlight Solar. On July 25, 2022 I contacted Sunlight Solar about adding panels to my existing system installed previously by your company. A representative came out to my home to discuss what I wanted installed and where I wanted it. I was very specific. He did not see an issue installing the system addition where I wanted it and gave me a quote for the solar addition I wanted completed. This work was to be completed on my back roof under the existing panels creating a third row, again I was specific. My existing panels have a Southern exposure. (In the Northern hemisphere the best exposure for solar panels is a Southern exposure.) The panels that were installed on my home on August 25th have a Northern exposure. In addition my partner and I had plans to plant trees in our front yard. This would also affect, the production of the panels installed on August 25th in addition these panels are installed down the center of my roof. This would effecting my ability to install 2 rows of panels on the front of my roof. If I ever was to install more panels in the front of my roof. This would have been the two row option not a single row down the middle halfway across my roof. I should have been told that the panels could not have been installed in the location that we had agreed on, and within enough time to make the decision to go forward with the project. I was under the understanding that the work was to be completed, as both the the sales representative and i had clearly discussed. The intentions had clearly been changed by your Sunlight prior to applying for the permits for my project applied for on approximately 08/08/2022. I should have been notified prior to this application and told the company could not install the panels as the sales representative and I agreed to on July 25th. Giving me an opportunity to agree or disagree with any proposed changes These panels are finaced through a company.

  

  Business response

  10/21/2022

  Business Response /* (1000, 6, 2022/09/12) */ Hello, this response is just for the record that this has been resolved with the homeowner. The situation is that it was installed per proposal and homeonwer wants us to move the panels where currently installed to a different roof face. It will be done now that we were able to get the sales representative to clarify the homeowner's request. Thank you. Consumer Response /* (3000, 8, 2022/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The truth is they were not installed were we discussed. They placed the panels in front of my home instead of on a structure added to my home prior to my owning it and apparently prior to permits being required for the addition I was informed after the installation that they could not place the panels on that roof because the could not guarantee the work. Trying to be fair I agreed to keep the panels as long as they were moved to the side of My home over my the garage. I had promised my partner a tree in our front yard, and I did want the panels to be effected by the shade of the tree. The sales representative admitted his mistake the company should as well. Be honest it's the best way to handle complaints like mine. Future customers will understand and appreciate honesty. Your reply makes it seem like you did what you should have originally and you didn't. Business Response /* (4000, 10, 2022/09/20) */ "Dear Mr.********, Thank you for you message. We all know that as soon as a person decides to run a business some problems will show up. But the main difference is how the company will handle this problems. Will they face and look for a possible solutions or run away and look for excuses? Sunlight solar is in the market for the last 19 years looking for a total satisfaction of the clients, but more than that we need follow the codes and rules for each county, city and electric companies. Based on that, we informed that we would try to follow your request but we couldn't guarantee the approval and if it was not possible we would follow the original design and contract. As you mention above, you recently accepted and agreed to keep the panels on the approved roof if we change the position. No problem, we will change the panels free of charge even considering that is basically another installation. We really appreciate any complaint that helps us grow healthy and more customer oriented. Thank you again for your business"

• Initial Complaint

  04/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date of occurrence 02/21/2022 Did not perform requested service that was inquired about. Billed for a inspection service that I did not request. We had spoke of replacing a pool solar heat panel not a inspection. Then threatened to place lien on my house when I would not pay them for the inspection that they did that was not requested. Also there was never a signed work order. Which is one reason they gave as to why requested work wasn't done. To which I say then why were you up on my roof in the first place. I didn't need to pay someone $115 to come out and tell me my solar panels is leaking I already knew that that's why I was calling them. Now they want to take legal action with placing a lien on my house when they didn't have a signed contract for work. And I am still in the same condition with a leaking solar panel. We never spoke of them coming out to perform a inspection only coming out to replace a panel. Which is what they lead me to believe would be what was done.

  

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/21) */ Per customer's agreement via email, this situation has been resolved already. Thank you.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In the middle of September, I called Sunlight Solar to see IF they could replace some valves and piping on my pool pump. I specifically asked at least 2 times because we couldn't use the pool. Whomever I spoke to said yes they could fix the problem, more than once. When the repairmen arrived, within one minute, they said that they don't fix pool equipment, only solar equipment. I told them what I was told by their office, and when they said I owed $100. for a service charge, I said, since I was mislead that I wouldn't pay it. Yesterday, I received an invoice for services on October 6. I called today, so they could fix this mistake. I was told by Lucy, that they showed up, and I owed them. When I said that it was their mistake, she told me that I was being placed for collection. That's bad business.

  

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/07) */ Hello Mrs. ******, in regards to your complaint: In August of 2021 you called our office to service your solar pool panel system. After stopping by and finding out the size of the panels you needed (under Fafco's warranty) we then replaced your panels at the end of August. Then again as you did require our services again for your valves that's when we stopped by to fix your valves. After arriving our technicians saw that the valves that needed replacement were your 3 way valves connected to your pump and not related to your 3 way valves connected to your solar pool system. Unfortunately we are not a pool company, we are a solar company that services SOLAR pool heating. That is why you owe the service call fee, as it was a call for service, but it was not related to our work. Thank you. Consumer Response /* (3000, 7, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I called about the valves the end of September, I asked several times, before I made the appointment, IF your company fixed pool equipment. I was assured that you did, so I made the appointment. If I had been told that you don't, I wouldn't have wasted your time or mine. Business Response /* (4000, 9, 2021/12/09) */ Ok Mrs. ******, I'll assume that this was our mistake in good faith and will remove the charge of the $100. We are not here to do bad business at all as stated. Thank you. Consumer Response /* (2000, 11, 2021/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the result. Thank you

*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. ↩