Complaints

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

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  SunVena Solar LLC

  4005 Church St Sanford, FL 32771-6945

  
• 

  SunVena Solar LLC

  9216 Palm River Rd Ste 206 Tampa, FL 33619-4485

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:11/07/2024

  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.

  We were in contract to have solar panels installed. They told us they needed to move the air conditioner condenser because it was blocking the electric. They said they would replace the condenser. They said they would do it and they would add the cost to the bill for the price of the condenser and the labor. I said okay. They never came back. I called them and they said they were still working matching a condenser to my air handler and they would let me know. They never called. They never came back. I got an email saying I owed them $600 for cancelling. I called them again and told them I would not pay the 600 because I never cancelled. The y claimed the technician screwed up my order and they could take care of me. I said I was not interested anymore but I am not paying 600 because I did not cancel. They said okay. They put a lien on my house for $600 dollars. I am refinancing my house and that is how I found out. I am paying the title company 600 and I want the solar company to reimburse me because I never cancelled the contract. In fact I was very aggreeable to e everything.

  

  Business Response

  Date: 11/18/2024

  Thank you for reaching out and providing feedback. We have reviewed your concerns and are pleased to confirm that this matter has been addressed and resolved directly with you, the same day. If you have any further questions or need additional assistance, please dont hesitate to contact us!

• Initial Complaint

  Date:09/19/2024

  Type:Order 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.

  I financed a solar system for my house after sitting for a couple of hours with a sales *** for Sunvena. I was convinced by the sales *** that my electric bill would essentially be zero and I would be left with a monthly solar payment that is less than my average electric bill. He told me that my electric company pay me at a rate of 1 to 1 for the excess power I generate and it would get rid of my electric costs. Now two years later I have never had a bill close to zero, in fact now I have an electric bill on top of a solar loan. I have contacted the company and they told me I need to buy a battery and that they would give me a good deal on one. I then spoke to the *** of the company who told me that my system is working just the way it should and it is meeting the production level that is in the contract. I was also under the impression that I would have power in the event of an outage in my area. A couple of months ago we did have an outage during the day when the sun was still shining. Low and behold my power went out too, when I contacted sunvena they informed that since I am connected to grid power my power will also be shut off in the event of an outage. None of this was explained to me before I signed for the loan. I feel like I have been tricked into a 25 year loan for something that is not doing what was advertised to me.

  

  Business Response

  Date: 10/04/2024

  Thank you for bringing this matter to our attention. We understand that Mr. ****** has expressed concerns regarding his solar system and the ongoing electric bills.
  
  We would like to clarify that Mr. ******* solar system is performing as expected and in accordance with the production levels outlined in his contract. SunVena's responsibility is tied to the systems energy production, which we have confirmed is meeting the guaranteed level of ****** kWh/year, as stipulated in the agreement.
  
  The utility provider serving Mr. ****** operates under a net metering program that credits excess energy at a wholesale rate rather than a 1:1 retail rate. While the system is producing the expected amount of energy, this structure results in Mr. ****** continuing to receive an electric bill, which includes service charges and taxes.
  
  In an effort to address his concerns, we recommended the option of adding a battery to store excess energy, which would reduce Mr. ******* reliance on the utility grid and further lower his bills. However, he chose not to pursue this solution.
  
  We value Mr. ****** as a customer and remain committed to ensuring that his system operates at peak efficiency. Additionally, we would appreciate clarification on Mr. ******* desired resolution, as the request to finish the job is unclear given that the system is producing as contracted. We are eager to understand how we may further assist.
  
  Thank you for your time and consideration.

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22307538
  
  I am rejecting this response because: i was told by the sales representative that my electric provider would pay 1 to 1 for the excess energy produced.  Shortly after installation we realized that is not the case.  Sunvena offered to sell me a battery for ****** dollars more. Sunvena told me a bunch of lies in order to get me to sign up for this.    
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/17/2024

  Thank you for the opportunity to respond to Mr. ******* concerns. We would like to provide further context and clarification regarding his situation.
  Mr. ******* solar system is performing in line with the guaranteed energy production of ****** kWh/year, as specified in his contract. However, we understand that Mr. ******* primary concern is related to his utility provider, *************, which credits excess energy at a wholesale rate rather than the 1:1 net metering structure he initially anticipated. While SunVena is responsible for the systems energy production, the utilitys billing policies and programs fall under the jurisdiction of the utility company and are not within our control.
  ************* revised their net metering program to a net billing structure, which has affected the credits Mr. ****** receives for excess energy produced by his system. Unfortunately, changes in utility policies can have a significant impact on customers' expectations. While we continually advocate for fair net metering practices and monitor developments with utility companies, these changes can sometimes occur unexpectedly and affect existing and new solar customers alike.
  We share Mr. ******* concern and agree that the shift away from a 1:1 net metering structure has created challenges for many customers. ********************** is actively working to communicate with ************* on behalf of Mr. ****** and other affected customers, advocating for a fair resolution. While we cannot dictate the utilitys policies, we are committed to pursuing the best outcome for our customers and would welcome Mr. ******* support in these efforts.
  In addition, SunVena has previously offered Mr. ****** a battery solution that could help mitigate the impact of these billing changes by allowing him to store excess energy for use during non-solar hours. As a gesture of goodwill, we are pleased to offer a credit on this solution should he choose to move forward, which we believe will further enhance the efficiency of his system and reduce reliance on grid power.
  We appreciate Mr. ******* feedback and remain committed to supporting him in maximizing the value of his solar investment. We hope this response demonstrates our dedication to resolving the matter and advocating on his behalf.
  Sincerely,
  SunVena Solar Team

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22307538
  
  I am rejecting this response because: I was told I would have a zero dollar electric bill and sunvena looked into my utility provider and told me I was good.  I never got a 1:1 buyback rate from clay *************** I've never had a zero dollar electric bill.  Sunvena did offer to sell me a battery for $10,000 more dollars. They gave me false expectations in order for me to sign up for financing. I wouldn't spend another cent on anything from that company considering my experience with them. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:08/25/2024

  Type:Order 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 6/4 & 6/5/24, SunVena installed a solar system on our property. There were many emails back and forth between me/my wife & the sales ***. ***** the initial contract was signed & I researched various panels, I requested a specific type of panel, which the sales *** confirmed via an email that it would be installed (an addendum would be emailed with the updated panels) & also stated that her manager signed off on the requested panel. They sent the addendum to update the type of panel, but we found out on the day of installation that the addendum was for a different type of panel than I requested. My wife was home for the installation, she spoke with a supervisor at SunVena (dont know name) who said to finish the installation to be sure the system is working properly & that they could change out the panels at a later date to the ones we actually requested and agreed upon. We have been communicating with **** **********, the **** regarding the situation. He is refusing to honor the email communications that clearly state that my requested panel was approved by a manager. SunVenas response, via **** S, is that the person my wife spoke to did not have the authority to state that the panels could be changed after project completion, that they will not honor the email communications approving the requested panel, and that, ultimately, they will not change out the panels because the ones installed are just as good. We selected the panels we did because of a higher output and solar production abilities in a shaded environment, which the panels they installed are a lower output. Our sales *** stated we would be charged a higher price specifically for the requested panels, which we were, but now SunVena is stating that the higher price was a generic price increase for the name brand. We have the email communication with the sales *** to confirm this. Thank you for your help. We purchased a new roof, solar system with battery, & water heater as part of this project.

  

  Business Response

  Date: 09/06/2024

  At SunVena, we understand the importance of clear communication and ensuring our customers are fully satisfied with their investment.  We take Mr. ****** complaint very seriously. We would like to emphasize that the solar system installed at Mr. ******* property is of high quality, and the panels selected were approved by Mr. ***** through a signed addendum. We stand behind the performance of Mr. ****** solar system with a performance guarantee outlined in the warranty section of the Residential Solar Agreement.
  We have been in ongoing communication with Mr. ***** throughout this project and have already taken steps to address his concerns, including providing compensation checks. These compensation checks were accepted and cashed as resolution.
  

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 22194156
  
  I am rejecting this response because:

  I never denied signing the addendum. I am stating that the addendum, which was sent after the e-mail correspondence clearly stated that the supervisor approved our request for the specific panels, did not actually align with the request which was approved.  We did not understand that the addendum was incorrect until after installation had started.  SunVena is correct in stating they provided checks; however, SunVena is not being forthcoming regarding the purpose of those checks.  We were charged for two servicesa picture of the itemized price summary and the checks have been includedyou will see we were charged for a main panel upgrade (which was deemed unnecessary) and for an attic run (which was never provided as a pipe was attached to the roof to house the wires). These checks were not cashed as resolution, as SunVena states, the checks were reimbursement for money they received for a service that was not provided.  
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/27/2024

  We appreciate the opportunity to address Mr. ******* concerns. As we mentioned in previous discussions with Mr. ****** the panels installed on Mr. ******* home are of equal value to any alternatives he may have considered. The installed panels offer an upgrade in terms of performance and quality to our base panel offering, and Mr. ***** is currently benefiting from this enhanced system, which we believe will serve him exceptionally well. While Mr. ***** signed the addendum agreeing to the installed upgraded panels, in the interest of resolving this matter in good faith, we are offering to return the full $2,120. We would consider this a windfall for Mr. ***** as he is benefitting from an upgraded panel at no additional cost to him, and to the detriment of SunVena. We hope this offer demonstrates our continued commitment to finding a fair and positive resolution to the situation.

  Customer Answer

  Date: 10/13/2024

  I did not get any email about respond to my complaint and when I reached out to find out about it, BBB responded that they could not find my complaint. 
  

  Customer Answer

  Date: 10/20/2024

  SunVena installed older and weaker versions of panels then the one I asked for and was promised by their sales representative (I did send email copie to BBB). All I want is that SunVena replace solar panels for the one I was promised and I paid for!

  Customer Answer

  Date: 10/22/2024

  SunVena installed older and weaker versions of panels then the one I asked for and was promised by their sales representative (I did send email copie to BBB). All I want is that SunVena replace solar panels for the one I was promised and I paid for!

  

  Business Response

  Date: 11/01/2024

  We appreciate the opportunity to respond to Mr. ****** concerns. As we outlined in prior communications, the *** Alpha Pure 405W panels installed on Mr. ****** home are high-quality, high-efficiency panels that deliver excellent performance. The change order signed by Mr. ***** on January 28, 2024, specifically listed these 405W panels, which were installed as agreed.
  To address Mr. ****** request for *** Alpha Pure-R 420W panels, wed like to provide additional context on the technical and logistical aspects of this project. While the Alpha Pure-R panels offer slightly higher wattage, they are also wider, which would have impacted the system design. Given the roof space limitations on Mr. ****** property, switching to the Alpha Pure-R panels would have reduced the number of panels we could install. As a result, the total system sizeand therefore the overall energy productionwould have been lower than the current 7.29 kW system, which is optimized for ***************** needs.
  The *** Alpha Pure 405W panels also offer the advantage of higher power density per square foot, making them a suitable and efficient choice for this installation. Both panel models come with the same industry-standard 20-year product and 25-year performance warranty, ensuring long-term reliability and satisfaction.
  As a gesture of goodwill and in recognition of Mr. ****** concerns, we are offering a $2,120 credit toward his final cost, effectively providing the installed high-quality *** Alpha Pure 405W panels at no additional cost. We believe this offer demonstrates our commitment to Mr. ****** satisfaction and trust this will bring resolution to the matter.
  We remain committed to ensuring our customers are satisfied with their investment and are available to discuss any further questions.We appreciate the opportunity to respond to Mr. ****** concerns. As we outlined in prior communications, the *** Alpha Pure 405W panels installed on Mr. ****** home are high-quality, high-efficiency panels that deliver excellent performance. The change order signed by Mr. ***** on January 28, 2024, specifically listed these 405W panels, which were installed as agreed.
  
  To address Mr. ****** request for *** Alpha Pure-R 420W panels, wed like to provide additional context on the technical and logistical aspects of this project. While the Alpha Pure-R panels offer slightly higher wattage, they are also wider, which would have impacted the system design. Given the roof space limitations on Mr. ****** property, switching to the Alpha Pure-R panels would have reduced the number of panels we could install. As a result, the total system sizeand therefore the overall energy productionwould have been lower than the current 7.29 kW system, which is optimized for ***************** needs.
  
  The *** Alpha Pure 405W panels also offer the advantage of higher power density per square foot, making them a suitable and efficient choice for this installation. Both panel models come with the same industry-standard 20-year product and 25-year performance warranty, ensuring long-term reliability and satisfaction.
  
  As a gesture of goodwill and in recognition of Mr. ****** concerns, we are offering a $2,120 credit toward his final cost, effectively providing the installed high-quality *** Alpha Pure 405W panels at no additional cost. We believe this offer demonstrates our commitment to Mr. ****** satisfaction and trust this will bring resolution to the matter.
  
  We remain committed to ensuring our customers are satisfied with their investmen.

• Initial Complaint

  Date:05/15/2024

  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 1/20/21, I signed an agreement with SunVena to install a Solar system, the consultants Name ***************************, in attendance at the meeting was my sister ***************************. The system was installed within the month (as far as I remember). I do not have any issue with the Solar system.I have not had any additional work completed on the tile roof since the installation of the solar system except on April 9th when I had to get the tiles cleaned or I would be fined by my HOA. Prior to the cleaning of the roof completed by Rhino Roofing, I was notified that there was quite a bit of patching of tiles and broken tiles on the roof. The cleaning was completed and then on 4/29/24 I had a professional roofer check the roof and advised that there at least 50 broken tiles on the roof and the tiles that were patched were not patched correctly. The repairs to the roof will cost approximately $3400.00 8:23am SunVena - *********************** ************************************** initially indicated that they would send someone out to look at the roof and patch things up and replace any tiles necessary within reason. He also asked if I had any spare tiles from the original construction; however, I advised him that his company took all of the tiles with them after installing the Solar system.12:05pm another email received from *********************** indicated that they wont be able to replace everything that is broken or repairable. He says that there was pre-existing damage documented prior to the install (which neither my sister nor I saw) I remember them using a drone to take video, but we were not shown that video. I was sent a picture today that if I had seen that prior to the installation I would have investigated calling the initial roofing company to have it taken care of. ***** is absolutely no way I would have moved forward without that being taken care of. I advised that I work from home so their workers could come at anytime.2:07 PM I received an email from ****************************************** ************************************* advising that the issue was escalated to him advising that they are unable to process the request and any replacement of tiles on the roof. He advised that 3 years have passed; however, there was no need for anyone to go on the roof, so I had no idea of the damage SunVena made.I do not believe that the salesperson was honest with my sister and I and did not show us the drone video, I also do not recall signing the waiver because I would not have signed any such waiver if I knew there was damage to the roof.By the way the salesperson also verbally advised my sister and I that SunVena would be taking over the warranty on the roof. I need this roof fixed before the rainy season starts before my house is damaged.

  

  Business Response

  Date: 05/16/2024

  Hello, Yes we agree that the customer had preexisting damage to their roof that SunVena noted. SunVena decided not to install solar on this home unless a contract was signed by the customer acknowledging the pre existing roof damage. While we know sometimes individuals can harmlessly forget signing things, we have included the geo-located (at the customers home) and time stamped signing of the document they signed as well as with the matching IP address for the customer. For their review, Thank you so much.

  EXISTING ROOF DAMAGE WAIVER
  Damage Acknowledgement
  I, ************************* (Homeowner), hereby acknowledge that my roof sustained damage prior to
  the installation of the SunVena Solar System at my property, *******************************
  32713 (Property). The pre-existing roof damage includes broken roof tiles in various
  locations.
  

  Release
  Homeowner hereby releases, discharges, and/or relinquishes SunVena Solar, LLC and SunVena
  Efficiencies, LLC from any and all liability, obligations, disputes, claims, demands, damages,
  disputes, and causes of action of any nature, which Homeowner has, had or may have in the
  future against SunVena Solar, LLC arising out of or relating to the pre-existing roof damage at
  the Property.
  

  In witness whereof, each of the parties hereto and in the capacity indicated below has executed
  this Addendum as of the date set forth next to their signature below.
  *************************
  _____________________________________
  Signature
  
  DocuSign Envelope ID: ************************************ 4/22/2021

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21717853
  
  I am rejecting this response because: there was a drone used to take a video of the roof, my sister and I were not shown that video. There is absolutely no way that we would ignore damage such as the one now being shown and not contact the roofing company to come out to fix prior to installing solar. No one in their right mind would have ignored that damage. In addition, we had several meetings with the salesperson and he advised that SunVena would be taking over the warranty on the roof since they also had a roofing company. I would not have moved forward with the installation if the roof had that type of damage. I live in ** and if the roof had that type of DAMAGE would I ignore such a thing when it rains in ** so frequently. SunVena workers were the only workers on my roof and I believe in addition to fixing some of the tiles that they likely broke damaged additional tiles. There has not been any activity on that roof until it needed to be cleaned. The company who cleaned the roof immediately took pictures and showed me the damage. So initially I was advised that someone would come out to fix some of the tiles and now being told they do not bear liability.   
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/21/2024

  Hello! Thank you for reaching out again. We have thoroughly searched our archive and we do not have record of any drone footage or drone images of the roof from 2020 or 2021. We understand your frustration with your damaged tiles which is why we decided not to install the solar panels at the time the damage was discovered before installation. The reason we decided to continue was at your decision to move forward by signing a stand alone "Roof Damage Waiver." SunVena cannot speak to what happened to the roof after installation but we will note that there was an inspection of the work that was completed by the permitting department of the city of ****** on 5/26/2021. The city inspector inspected all of SunVena's work that was performed at the home and passed the inspection the same day. We understand that it may be necessary for you to remove solar panels to complete any roof work. As such, and a measure of good will, we would like to offer you a $750 discount to any panel removal and reinstallation service that you may need by SunVena within the year.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21717853
  
  I am again rejecting this response because: There is absolutely no way that a REASONABLE PERSON with common sense would agree to having solar panels being placed on their roof and in the years that have passed not had the damage fixed. The salesperson who worked on this project used a drone to take a video of the roof and now SunVena is indicating there is no video, I guess the salesperson had his own drone because he did use one.

  Again, I say NO REASONABLE PERSON would have moved forward with this Solar System if the inspector reviewed the work, they would have made some reference to the work that was completed. I am convinced that the damage to the roof was done by Sunvena, they also patched some of the cracks that they discovered and moved forward, the salesman who is no longer in sales for the company also advised us that they were taking over the warranty of the roof. I am now finding out that the only warranty they cover is the sections that the solar panel is on; however the salesman advised that SunVena had a roofing company and was taking over the warranty on the roof.  In addition, the original person who emailed me indicated they would send someone out to look at the roof and a decision would be made about some of the cracked tiles. I look at my neighbors tile roofs and I do not see damage, so how would this roof be damaged unless it was done by the workers that were walking all across the roof. I was shocked when the company who cleaned the roof showed me the damage, my sister who is also part owner and I were NEVER shown pictures of the damage of the roof. A tile roof is slated to last around 50 years. How are there so many cracked tiles (approximately 50 tiles) that require repair.  

  I have not indicated that there is anything wrong with the solar panels, but I am saying that the pictures that are being shown now were never shown to my sister and I. With FL being such a rainy state, there is no way we would have 1) moved forward with the solar application with such damage to the roof, 2) we would have gone to the company who held the warranty to the roof, 3) wouldn't have left the roof damaged which could now lead to damage inside our home.

  I still insist that SunVena caused the damage to this roof and should be fixing it.

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

• Initial Complaint

  Date:01/23/2024

  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.

  We entered into a contract for a solar panels to be installed on our home. The system was to produce **** kw of electricity. We were also to be able to monitor the system at any time and see how much energy we are using and what we are producing , also any extra that went back to the grid. We went live with the system the end of November, and have never been able to monitor the system yet. We have had 2 SunVena service techs come out and look at the system , both said it was not installed correctly neither were able to fix the problem. We are seeking SunVena to fix the system so we can monitor it as promised.,

  

  Business Response

  Date: 02/10/2024

  this complaint was responded to in the other thread by supplying a picture of the solar energy system production and address associated with it. This system is producing as it should be 

• Initial Complaint

  Date:01/12/2024

  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.

  We were told we would have solar system that would produce **** kw of energy and that we could monitor the system at any time. we went live with the system the end of November, as of today Jan 12, **** we still can't monitor the system. we had a tech from sunken come out in Dec and was told the system was not setup correctly and we would need another cable to get the monitoring working, the company is now denying this.

  

  Business Response

  Date: 01/26/2024

  This was resolved with proper education on the customers system 

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21135854
  
  I am rejecting this response because: as can be seen on the screen shot of the app.  The number on the upper right s lbs home and shows o kw.  This is supposed to be the amount of energy being used by the home at that time.  When I took the screen shot we had lights on , 2 tv,s on and of course the refrigerator is always on.  So it should. Be impossible for, it to ever read o kw used.  The ********* that SunVena sent out got on a speaker phone call with Tesla the maker of the app, I heard the whole conversation.  This is were I got my information from.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/10/2024

  system shows solar production is working perfectly on our end, picture attached for proof/reference 

• Initial Complaint

  Date:11/13/2023

  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 solar system I purchased from sunvena is not producing any power. It has been 3 weeks since installation and it still does not produce any power. Sunvena mentioned that they are waiting for emphase engineering to review the case but i am afraid that my case will be forgotten as both enphase and sunvena have a record of not following up and blaming the other party for the cause of the system not producing power. I would like daily or at least weekly updates on this matter from both companies without having to reach out to request an update until sunvena and emphase are able to fix this issue. Please see the attached PDF of the email thread about the case for more details about the issue and for a few screenshots from the enphase application showing the current status of the system.

  

  Business Response

  Date: 11/22/2023

  Hello, before filing a BBB complaint please check your Enphase app which would show that all your panels are producing power. Screen shot proving that system is function perfectly fine and as contracted to do so is attached. 

  Customer Answer

  Date: 11/22/2023

  The issue is not fixed yet.  there is noise and interference on the line that is causing reporting issues for the system.  I spoke with enphase about this and they recommended that sunvena install powerline filters to address this issue.  Enphase also sent an email out about this to sunvena and communicated this verbally with sunvena's team.  below is a copy of the email:

   

  From: ************************* [*************************]
  Sent: 11/21/2023 8:14 AM
  To: **********************************
  Subject: 202337008992//Cross Talk//4724136
  
  Hi Team SunVena Solar LLC,
  
  Hope you are doing well!
  
  We were contacted by our mutual customer Mr. *******************************, Site **********  System Name: "*******************************". The system is experiencing cross-talk hence they would need a powerline filter to prevent this.
  
  I would request you to please reach out to him at below details:
  Mr. *******************************,
  Site ********** 
  System Name: "*******************************"
  Phone: ************
  Email: **********************************
  
  Please feel free to contact me if you require further assistance by replying to this email, which will automatically reopen the request.
  
  Furthermore, You can also contact our technical support at *************** if you have any additional queries.
  
  We are constantly striving to provide excellent customer service at Enphase Energy
  
  Thank you for choosing solar energy- ************ for a pure world.
  
  Have a great day ahead!
  
  Thanks & Regards,
  
  Tejaswi
  
  Customer Support||Enphase Energy
  
  
  Check out our critical updates page, as we continually update this page with important information.
  
  Check out our Service and Diagnostic Training Series for "how to videos".
  
  ref:!00DA00aQ9D.!5003m01ZsKVA:ref
  
  ***********************
  Customer Service Engineer / ENPHASE ENERGY
  

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20865101
  
  I am rejecting this response because:

  The issue is not fixed yet.  there is noise and interference on the line that is causing reporting issues for the system.  I spoke with enphase about this and they recommended that sunvena install powerline filters to address this issue.  Enphase also sent an email out about this to sunvena and communicated this verbally with sunvena's team.  below is a copy of the email:

   

  From: ************************* [*************************]
  Sent: 11/21/2023 8:14 AM
  To: **********************************
  Subject: 202337008992//Cross Talk//4724136
  
  Hi Team SunVena Solar LLC,
  
  Hope you are doing well!
  
  We were contacted by our mutual customer Mr. *******************************, Site **********  System Name: "*******************************". The system is experiencing cross-talk hence they would need a powerline filter to prevent this.
  
  I would request you to please reach out to him at below details:
  Mr. *******************************,
  Site ********** 
  System Name: "*******************************"
  Phone: ************
  Email: **********************************
  
  Please feel free to contact me if you require further assistance by replying to this email, which will automatically reopen the request.
  
  Furthermore, You can also contact our technical support at *************** if you have any additional queries.
  
  We are constantly striving to provide excellent customer service at Enphase Energy
  
  Thank you for choosing solar energy- ************ for a pure world.
  
  Have a great day ahead!
  
  Thanks & Regards,
  
  Tejaswi
  
  Customer Support||Enphase Energy
  
  
  Check out our critical updates page, as we continually update this page with important information.
  
  Check out our Service and Diagnostic Training Series for "how to videos".
  
  ref:!00DA00aQ9D.!5003m01ZsKVA:ref
  
  ***********************
  Customer Service Engineer / ENPHASE ENERGY

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

  

  Business Response

  Date: 11/27/2023

  Hello, 

  The system is 100% fine and communicating perfectly. DETAILED pictures attached proving this to be factual. Enphase tier 3 rep will be contacting the customer to let them know this information as well. Thank you this is solved and closed. 

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair 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.

  On January 22, 2023, I signed an agreement with SunVena for a solar system (11.6kW) at a financed price of $50,533.33. Although the rate was listed at 3.99%, I discovered a hidden loan fee, resulting in payments amounting to $80,765 over the 25-year loan. Between January and May of 2023, there was no work on the solar system. In May 2023, another company offered a 25% larger system for $13,000 less than SunVena's system. I contacted SunVena to inform them of my intention to switch companies and SunVena matched the pricing of the competing company, leading to a new purchase agreement totaling $37,740 on May 31, 2023. I believe SunVena took advantage of my age, deliberately overcharging for a smaller system to increase their profits. In July 2023, SunVena started work on our solar system. I overlooked several issues during this process, including metal bolts and a three-foot piece of heavy gauge copper wire found by my mower. Also, broken tiles creating holes in the roof left exposed for days between installation efforts. As of July 27, 2023, we have paid 90% of the total cost, reinforcing my expectation for timely and professional service under the agreement. On October 3, 2023, I contacted the City of Miramar and discovered SunVena failed their electrical inspection. SunVena has an obligation to communicate critical information and progress updates to their customers. I sent numerous emails to SunVena's Chief Operating Officer inquiring about the status of the project. SunVena continues to blame the City of Miramar for delays and I'm not sure who to believe. I have a reasonable concern that SunVena will prioritize new projects over completing my installation, potentially delaying it until as late as May 2024. Considering excessive delays and broken roof tiles, I am seeking a partial refund of the solar system's cost. My electric bills are not any lower yet, so they have already cost my wife and I extra money. Also, request SunVena repair any roof damage.

  

  Business Response

  Date: 11/10/2023

  Our COO Paul has spoken to our customer multiple times this week and last week with the data and facts regarding their project. We are fully focused on our customers project and he has all the up to date next steps to get this project completed. We are mutually aligned in our want to move this project forward asap.

  Customer Answer

  Date: 11/10/2023

  
  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

  Date:08/09/2023

  Type:Customer Service 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.

  Our panels were installed November 2022, in May 2023, 6 months later we had our first leak. I sent a support email & was sent a crew to inspect. The report I received was “Found one incorrectly made flashing, we reinstalled it correctly, and made sure it was sealed properly.” This very serious problem went on for 6 months before being discovered, causing serious damage to our roof. Like the report says, the flashing was corrected but the damage that was done by this is still there & we also developed second leak. Again, multiple crews sent. Second leak was repaired by the second crew. Was then told it was not from the panel install (not true) but that they fixed it anyway. This repair was made by slopping a bunch of tar under a shingle, not a true repair. After informing me of the now second repair that was made on the roof, I was also told that my roof was deteriorating and appeared to look 20 years old. Why was this not brought up when Sunvena inspected our roof before install? Why would this company put panels on a bad roof? We had to pay for an inspector to come out & see what was actually done by this company! They hid panel flashings under shingles in areas no panels were even installed. They took pieces of ripped shingles and glued them on top of areas they should have replaced shingles. One worker crushed an AC duct while going through our attic looking for the 2nd leak. We still have two water spots on the ceiling inside the house. The owner of this company is aware of all of this & will not respond to me. It's been over a month since he tried denying his company was responsible for damage. After informing him with proof from his own employee, he and "upper management" stopped responding. I have emailed and been in contact with our sales person & have been told many times that my messages, videos and photos are being relayed to "upper management" but nothing is being done. We spent so much money on these panels & have been left with so much damage.

  

  Business Response

  Date: 09/05/2023

  Hello, 

  This customer did have small water intrusion from a solar flashing that was repaired, including all interior work repairs at no cost to the homeowner as outlined in the SunVena agreement.  The second water intrusion was NOT caused by or anywhere near the solar installation. However, as a measure of goodwill, SunVena also repaired this for the however, free of charge. The homeowner then demanded an entire new roof replacement, for free from SunVena, this request it not realistic and far from a fair request in our opinion. SunVena stands by our agreement and will service all our solar systems. We can not unfortunately give away free roofs at the request of a homeowner. We look forward to the next 25 years of our relationship with this homeowner, and providing top tier service to them if their system were to have any issues in the next 25 years. 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20440904
  
  I am rejecting this response because: There are several false claims being made.

  - No interior repairs have been made to this day 9/7/23, someone came out and painted over the first water spot only for it to come right back days later because it was not repaired properly. The water stains are still there today 9/7/23. I reported the returning stain on 6/26/23 only to be ignored until 7/29/23. We attempted to make another repair arrangement only to be ignored for two more weeks. At that time my husband and I were done being strung along and had already sent a demand letter.

  -The good faith repair was roof tar slathered under some shingles-not at all a proper repair. You can see the shingles and tar sticking up from our driveway. This 2nd water leak is 5 ft away from the first. They are very close to each other.

  -Our demand for a new roof came after Sunvena employees (both crews sent to my home) told me personally the roof was damaged and needed to be replaced. Our roof was in good condition before this installation. 

  - The last communication from Sunvena's owner regarding the issues with my roof was on 6/29/23, he denied any responsibility for the leak. After being ignored further we had to hire two inspectors to look at our roof, they found even more damage. I have attached pictures. They installed and left a panel flashing where no panel was to be installed. They took ripped up pieced of shingles and glued them over areas that should have had shingles replaced from damage. This is completely unacceptable for the amount of money we spent.

  A demand letter for monetary compensation for all repairs was sent on 8/10/23 because the owner would not contact us or attempt to settle our issues. I have tons of text message receipts from our project manager repeatedly saying upper management had all my messages, pictures and requests and that it was being handled by the owner. I have used both support emails and our direct contact to handle these issues. 

  I will not be made out to be someone looking for a free roof for nothing and I will not allow this company to make it seem like they have kept their end of the agreement, that is completely FALSE.

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

  

  Business Response

  Date: 11/10/2023

  Hello, 

  As stated previously  "This customer did have small water intrusion from a solar flashing that was repaired, including all interior work repairs at no cost to the homeowner as outlined in the SunVena agreement." If the customer is stating the water intrusion from the solar penetration has returned we will schedule for our service manager to return, investigate, and conduct a water test on video to confirm or deny the return of such. If the water intrusion from the solar mount has returned and is proven as factual SunVena will stand by its contract and fix any and all damage associated with it. 

  SunVena will reach out to the customer in writing today via email to schedule our return visit to their home for early next week. We will update the BBB if we encounter any pushback, lack of communication, or turbulence while SunVena solves the homeowners claims. Thank you 

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20440904
  
  I am rejecting this response because: Narrative of our case has continuously been false.

  No where in my previous response do I say the leaks have returned, the damage stems from incomplete interior work in the home and multiple damaged areas on the roof from initial panel installation .
  The week of June 26th 2023, two separate Sunvena crews informed me that my roof had been damaged by Sunvena and needed to be replaced. *****************************, in an email that ***************************** was CCd on requested documents regarding our roof for his review to then see about the next steps.After sending what I had, I NEVER heard back. If ****** had kept his word, I wouldnt have spent the last 4 months fighting for repairs that should have been identified and completely resolved in July.  In that time, we hired an inspector that also found the damage done by Sunvena. Video and pictures were sent to ****, our project manager, he repeatedly told me upper management had everything and were handling personally. This whole incident has been brutally stressful, time consuming, and costly. We have spent our own money on an inspector which turned out to be completely warranted and have lost time at work dealing with it all.
  

  In a previous BBB response, Sunvena speaks on fairness. I have to ask, is it fair that after spending $65,000 on solar panels, we then have to spend months fighting for the repairs of damages incurred by this company?
  

  At this time (November), I will AGAIN, attempt to resolve this matter and respond to Sunvena through email. I will provide Sunvena with a specific list of conditions and if they are willing to move forward and professionally repair all damages, I will be happy to resolve this complaint. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/20/2023

  Hello, 

  The customer is refusing to allow ********************** to visit her property to fix any alleged issues. Thus, she is now in breach of her contract with SunVena at this time. SunVena is willing to visit and fix any and all issues associated with the installation of the solar system as outline in our contract. If the customer does not let us on her property there is nothing we can do, we are requesting that this BBB complaint now be closed because of the facts surrounding the matter. Picture of email attached proving customer is blocking ********************** from completing the fixed of the alleged damage and now in breach of her SunVena contract attached. 2.2 Access and 2.2.1 within the home owners contract. Again SunVena is willing to visits and fix any allege damage if allowed to. However, SunVena will not be extorted for a free roof (as requested by homeowner) or to fix any existing damage not caused by solar installation outside of our contract. Thank you

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20440904
  
  I am rejecting this response because: Once again, Sunvena is lying and trying to get away with damaging my home and not taking full responsibility for it.
  
  11/20/23- Sunvena denied the opportunity to repair ALL damages they made to my home and reimbursing me for the inspector I had to hire to confirm the damages two separate Sunvena crews informed me of.I had to hire this inspector because no one from Sunvena management would contact me regarding any of the roof damages or repairs that would be made. I have video and photo proof of the damage this company caused during our $65,000 panel installation. From what I am witnessing online this is standard business practice for them and refuse to be another victim.
  

  Sunvena has been in breach of this contract for 5 months now and has made this whole situation far worse than it ever needed to be. Sunvena admitted to the installation errors that caused the leaks and then sent crews out that found all ************** damage,we have surveillance footage of them at my home. If the company that damages your roof tells you a new roof is needed, I think the next step is to demand a new roof. This company is trying to get away with very fraudulent businesses practices. I urge BBB to follow through with helping me put an end to this and help others not fall victim.
  

  -extort-obtain (something) by force, threats, or other unfair means.

  Sunvena has cost us hours of missed work,stress, roof depreciation and monetary loss. I am asking for an agreement for ALL repairs to be made and to be reimbursed for the inspector. I would have never needed to hire someone to come out if ****** would have cared about the damage his company caused to our home and followed up with the repairs. This has been going on since June. To claim they are being extorted by me is comical, but I can say I have been scammed and defrauded by this company with out a doubt.

  Again, if Sunvena agrees to repair ALL damages to the interior and roof of my home and reimburse me for the cost of the inspector, they will be allowed to, and this complaint can be resolved. I know I will not get back the months of stress and loss of work they have caused unfortunately.There is no denying Sunvena caused this damage, their panel flashings are installed in areas of our roof where there is no panel because they do sloppy work and instead of repairing it correctly, they took ripped up pieces of broken shingles and glued them on top of their flashing thinking that would hide it. You can see the tar stuffed under the shingles they used to the admitted repair of the second leak. TAR for a roof leak? I truly cannot understand how this is continuing to go on after there is so much damage, proof, emails, etc.
  

  I have attached all emails and photos again for reference.
  

  Their latest response is exactly what we knew would come from them, they knew I was requesting all repairs and reimbursement and by denying one they would be able to say I was the problem. This company is very calculated and knows exactly what they are doing.  

  Customer Answer

  Date: 11/21/2023

  This is an excerpt from the contract they are currently in breach of. They are not willing to agree to all damages they caused our roof in an effort to continue to defraud us. Sunvena crews told me my roof was damaged during installation and needed to be replaced. This information was extremely alarming to us and after months of being ignored, we had to pay for an inspector as a result of damage they caused. It is written in the contract they provided that they will repair or pay! They owe me BOTH money and repairs. 

  Customer Answer

  Date: 11/22/2023

  I would like to specifically note that it be taken into account that they only acknowledged  3/4 of the repair requests and did not acknowledge the reimbursement at all in their personal email to me. 
   In their response to BBB they claim they will take care of any all all repairs needed, if that was the case they would say that and be clear with me in our direct correspondence. The shingle repairs are a very big part of this, they are doing this so that they can get to my house and deny the repair. Thats why they wont put it in writing to me. This is unacceptable. I have videos from inspection I can directly email anyone to show the damage. They are playing games and are trying to get away with the damage. Please also take into consideration the other complaints against this company. They are defrauding so many. I sent the email images in word docs in my latest response.

  

  Business Response

  Date: 12/05/2023

  Hello, 

  SunVena has a legally binding contract with this customer, and we will abide by that contract in writing. If the customer does not allow us on their property we can not fix any alleged issues. We will reach out to the customer one final time, if they do not allow us access to their property to fix the alleged issues caused by the solar installation they will be in breach of their agreement and our attorney's will inform them of that. At that time they will have time to no longer be in breach of their agreement. if they continue to refuse sunvena access to their home after time has passed their agreement will be void due to their actions. Out of over 10,000 solar installations in the State of Florida this is the only customer we have not been able to come to a amicable conclusion with to help them and their alleged issues. SunVena is the highest rated solar company in the state of Florida for a reason, because we do care are are here to fix any alleged issues if they were caused by the solar installation. That being said we will not be disparaged in the public eye, or threatened with attorneys and the Attorney General of the state of FL as this customer has already done so. By a customer for their personal gain or to have SunVena fix other damage on their home not caused by the installation of solar. Thank you for your time and we look forward to resolving this. We will upload our final email correspondence to the customer and their response when received. All this customer has to do is allow us access to their property, and this will be solved.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20440904
  
  I am rejecting this response because: False narrative by Sunvena per usual

  Since June of 2023 Sunvena has had knowledge of the sloppy and unprofessional work done on my house that caused multiple areas of damage. If Sunvena cared about its customers, the way they claim then why did I have to get BBB involved to get a response? Why was I ignored for months?  They are all liars and scammers and I have all the proof I need of that. If Sunvena was so good,they wouldnt have 7 BBB complaints and 2 reports to the States Attorney General. Their reviews are based on the sales experience and are worth nothing as closing the deal is all that really matters! Sunvena has been in breach of their contract for 6 months, NOT ME. If Sunvena does not agree to take full responsibility for all the damages plus reimburse me for the inspector, they caused me to hire-then they wont be permitted on our property. If they think youre going to send people out to only fix half the issues they better think again.

  PLEASE NOTE- not one worker will step foot on my roof without proving they have the license to perform the work and if thats not possible, please let me know. We cant risk any further damage.
  

  Telling me they will put eyeson the damage DOES NOTHING FOR ME! They need to learn how to run a company, actually resolve a problem and communicate as such.  
  Everything that happens from here on out will be reported on. The AGs office is currently acting on solar fraud in the State and has followed up with me since my complaint. Personal gain? These responses are ignorant and have done nothing but prove exactly the kind of company they really are.  By a customer for their personal gain or to have SunVena fix other damage on their home not caused by the installation of solar-  Let me guess, they are going come out and deny Sunvena is responsible. The ripped up shingles are on top of their own materials, the tar is from their admitted repair.What is alleged??? This kind of language is exactly what we expect from these scammers.
  

  All this customer has to do is allow us access to their property, and this will be solved. All Sunvena had to do was respond to me 6 months ago, before I had to hire an inspector and spend months of my time fighting for what I paid $65,000 for. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/05/2023

  Claiming disparagement or making threatening claims because I have shared my experience and personal review of Sunvena is against the law.

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

  What does the Consumer Review Fairness Act prohibit?
  In summary, the Act makes it illegal for a company to use a contract provision that:
  bars or restricts the ability of a person who is a party to that contract to review a company’s products, services, or conduct;
  imposes a penalty or fee against someone who gives a review; or
  requires people to give up their intellectual property rights in the content of their reviews.

  Customer Answer

  Date: 01/05/2024

  Sunvena,

  
  

  I am fully committed to resolving this unfortunate situation with the understanding that all 5 of my requests must be agreed to in full. We have suffered greatly and have been given no reason to feel secure without a written agreement. We would like to see this agreement be made in detail- a full plan of action stating what and how ALL damages will be repaired. You will be granted permission on our property with no issues once we have this plan in place. As you have stated, our goal is also to move on from this and maintain a healthy relationship for the next 24 years. Our availability is different day to day but we can be available as early as next week to begin repairs. As stated previously here are our 5 requests:
  

  1. Be fully reimbursed for the cost of the inspector ($125.00) that I had come out to inspect the damages incurred by Sunvena, damages two different Sunvena crews informed me of. This reimbursement will need to be paid before any work is set to start. 
  2. The roof area of the second leak that was repaired with roofing tar be repaired the correct way- remove all shingles necessary to have a clear view of damaged plywood, remove & replace damaged plywood and install new shingles correctly without using pieced together shingles, tar, or flashing. 
  3. Each of the areas on the roof that have ripped up pieces of shingles glued together be properly replaced with new shingles and repaired the correct way- remove all shingles necessary to have a clear view of damaged plywood, remove & replace damaged plywood and install new shingles correctly without using pieced together shingles, tar, or flashing. 
  4. Each location on the roof that have panel flashings installed but NO SOLAR PANEL be removed, and the area repaired the correct way- remove flashing, remove & replace damaged plywood, and install new shingles correctly without using pieced together shingles, tar, or flashing. 
  5. Both interior leak spots are to be treated properly and professionally, not covered with ceiling paint- application of Kilz stain sealer and repaint.  

  Thank you,

  ***********************;

  

  Business Response

  Date: 02/10/2024

  SunVena has a legally binding contract with this customer, and we will abide by that contract in writing. We will not be completing any customer requests outside of our signed contract scope of work. We attempted to help this customer once and they then used our measure of goodwill against SunVena and demanded additional work be preformed on top of our measure of good will work as well as demanding an entire free roof from SunVena. Thus we now must, and will only, abide by our signed contract with this customer. The customer continues to in writing breach their agreement with SunVena by not allowing us access to their property to investigate any alleged damage due to the solar installation. We can not fix what we are not allowed access to fix, if the damage is in fact due to the solar installation. SunVena will not be entering any additional agreements with this customer, as the customer is requesting. We will uphold our signed agreement that is on file only. If the customer wishes we can send them an official notice of the breach of their agreement and a timeline to rectify their breach before they do void their agreement for good. SunVena does not want to do this and would rather fix their alleged issues with the solar installation. 

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 20440904

  Sunvena damaged our roof  in multiple areas during panel installation on November 30th 2022. Sunvena has had knowledge of this damage since June of 2023 and has denied responsibility of the contract they signed since. Sunvena forced me to go through BBB to get any form of contact regarding the damage they caused to our home because they would not return any calls or e-mails for months. I have had to go to two (2) different ************** to report them due to their breach of contract. Our roof incurred damage in multiple  areas from their unprofessional and sloppy work. Sunvena has repeatedly denied their responsibility given an overwhelming amount of proof including their own materials still to this day 2/19/24 improperly installed on our roof. My first demand was for a new roof only after two (2) Sunvena crews admitted that the roof was so damaged that a new roof would be the solution. As of today 2/19/24,14 months after installation, I still have both interior and exterior roof damage. Sunvena has had many opportunities to up hold their end of the contract but has failed to do so repeatedly.

  Sunvena has never performed any goodwill repairs. Sunvena has only repaired a portion of the roof damage that occurred from two different leaks that came from admitted improper installation of panels.
  I will close this complaint when and if Sunvena fully repairs all remaining damage, professionally and in a timely manner. If not, any and all actions taken by them will continue to be reported to the State for further investigation.
  Sunvena will be required to set an appointment with myself and my husband to review and report all remaining damage. This report will need to be in detail. We want in writing all damage that will be properly and professionally repaired and the details in how the damage will be repaired and an exact date of completion.  Once this repair agreement is in place, I will allow Sunvena to return to my property to complete the repairs. Should any agreed upon repairs not be completed, or any new damage occur from sloppy or unprofessional work, this will also be reported to the State and a new complaint with BBB will be filed.  Per the ****************, I am not and have not been in breach of contract with Sunvena. I have had to take specific steps to ensure that my home and investment be adequately responded to in a professional manner after being taken advantage of and defrauded by this solar company.  
  
  *************************

  

  Business Response

  Date: 03/21/2024

  we are engaging an arbitrator as outline sin the customers signed legal agreement with SunVena. At BBB's request, we will begin legal proceedings against this customer. 

  Customer Answer

  Date: 04/26/2024

  I just wanted to let you know, as of today 4/26, Sunvena has repaired the roof and interior damages stemming from the 11/30/22 panel installation. Thank you so much for your help in this case. I have cc'd ***************************; he has been the Sunvena representative that I have been working with. Please let me know if you have any questions. 
  
  
  
  
  Have a great weekend,
  *************************

• Initial Complaint

  Date:03/21/2023

  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.

  SunVena placed a lien on my house for a job that was cancelled and never started. I am trying to get a HELOC and cannot until this lien is removed. The cancellation was back at the beginning of September 2022 and have not received any further contact. I expected all was resolved. No work has been completed and unable to reach anyone that can provide information. They use a phone service. I have called 5 different times trying to reach someone in charge without any luck.

  

  Business Response

  Date: 04/11/2023

  This complaint was filed in error by the customer, I spoke to him on the phone personally and he said he would be emailing the BBB to remove this 15 minutes after it was mistakenly filed. This matter was not the issue the customer thought and all is well.