Complaints

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:01/08/2025

  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.

  Called Fun in the Sun for a warranty issue with Solar Panels. They are not the original installer, but an authorized reseller in *************** for Aquatherm panels. The manufacturer says any authorized reseller can service. Fun in the Sun came out and charged $159.95 for a service call, to do a warranty service call. Instead they gave me a quote for $6,200 for a replacement of a system that is under manufacturer warranty. They claim they are not responsible for the warranty work. They refused to provide me with documentation that they filed a warranty claim with the manufacturer. I contacted the manufacturer who didn't have record of the claim, which is now "out of warranty" as it expired 10 days after the service call from the authorized reseller.The warranty covers panels and all mounting equipment. It was the stainless steal screws in the roof that failed, which are part of the installation and therefore covered by the warranty. They refused to submit the claim to the manufacturer, so I had to communicate directly with them.

  Business Response

  Date: 01/09/2025

  ** called in and scheduled for a solar leak evaluation. We do not schedule specifically for warranty service; its always for the problem description, warranty is to be determined by the technicians professional findings on site. Homeowner was made aware of our service fee, which is applicable regardless of on-site findings, and placed a credit card on file for it. Our technician was out on 12/20/24 and found (5) out of the (6) solar panels were leaking- he also noted the screws holding the mounting hardware are severely rusted with some broken. The same technician was out in March of 2020 and had reviewed with the ** that this system was initially installed improperly by the original installer. We installed substrates on this system to try to help the panels however it was explained thoroughly to the homeowner this system should have been installed with stringers or with XT panels. ** did not want to move forward with stringers or XT panels 3/3/2020 and it was explained to him he would experience more issues. We also offered to upgrade him to XT panels at a reduced cost even though this was NOT our original installation and we were not obligated to do so.
  
  As he was previous explained, the panels have failed now,and the lags (not ********* product) are rusted; at this point, the system is 12 years old and in need of replacement. ** argued findings and demanded a claim be put in to the manufacture. As Fun in the Sun is not the original installer, this is not our obligation to do so however the technician went above and beyond and had attempted to call directly into the manufacture but they were out of the office due to the holidays. Pictures were emailed in 12/23/24. At this point, this is between the manufacture and the homeowner, as this is not FNS system.
  
  Fun in the Sun is under no contract to perform warranty services for systems we did not install, or that we professionally find not a manufacturing defect. In this homeowners case, the system was installed improperly from the original installer; it was explained to him in March of 2020 he would experience further issues and now in December 2024 he has further issues.
  
  The homeowner has threatened slander, defamation of character via all social media platforms, contacted the merchant for charge reversal, and threatened to contact the manufacture to have FNS barred from performing any further ********* services- therefore attempting to disrupt a long-standing professional relationship. 
  
  The homeowner has since 12/23/24 emailed the technician 10+times, berating him to push a warranty claim with the manufacture. Called into Fun in the ********** threatening legal action, and called into the manufacture multiple times as well. The technician emailed pictures of the system and spoke with the manufacture via phone, our office staff as also emailed into the manufacture as well to inform them of the situation. The manufacture will be handling this homeowner from here on out as Fun in the Sun will cease and desist any further contact or professional relationship with this homeowner.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22783021
  
  I am rejecting this response because:
  The vendor was called for a warranty service.  They replaced 3 panels previously under warranty in 2020 and knew this was a warranty issue.   They were contacted because they previously replaced 3 panels in 2020 under warranty and therefore were the installers of the failed tiles.   

  They wouldn't communicate with me and ignored my emails, basically ghosting me.  The didn't tell me that they were in contact with the vendor.   The vendor was there to do a warranty service, again, which they had done in the past but wouldn't provide me with a warranty claim information or confirm they were even working with the manufacturer.   

  The vendors response, knowing the history, was to quote me $159 for a service call to generate a sales lead for a $6,200 system replacement.   Seems like a great business model, but not one that I was willing to pay to complete.   

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

  Business Response

  Date: 01/16/2025

  Fun in the *** has provided service, thoroughly explained to the homeowner our evaluation, went above and beyond and contacted the manufacture, etc. There is nothing further Fun in the *** can do for this homeowner. The homeowner does not agree with our findings however they are our professional diagnostics. Everything has been sent to the manufacture, the homeowner has been made aware of this, and the manufacture will be handling this homeowner's account as Fun in the Sun has professionally parted ways and will no longer service. This is not Fun in the Sun's installation, it is not an obligation of Fun in the *** to provide warranty service especially when it is not validated; that would be an unethical practice on Fun in the Sun's part. The homeowner was made aware of the $159.95 service fee for the diagnostics which is an obligatory fee unrelated to any warranty service and payment is provided by homeowner's when scheduling; acknowledging this fee. The quote provided for repair/replacement after evaluation is performed, is the homeowner's prerogative whether they move forward or not. Any further grievances/requests from the homeowner in regards to their solar system installed by **************** will need to be addressed directly with the manufacture; Fun in the Sun is no longer involved.