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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/29/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Sunbility has not installed my solar panels that should have been installed months ago. They are non responsive to our repeated emails, calls, and texts. We financed the job for $50,000 and the bank has paid Sunbility half of that. We are currently making monthly payments on the loan in addition to our FPL bill and we are not getting the benefits of solar energy, so this is costing us much more than expected. We are extremely disappointed in our experience with Sunbility. Sunbility needs to respond, finish the job, or cancel our contract all together and issue a full refund of our expenses.Initial Complaint
07/23/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I was connected with Sunbility in August/September 2023 to install and operate solar panels on my townhouse. Sunbility was recommended by the Solar ********************Op, and after setting up my contract and financing through ******************* I was told that installation would happen by no later than early 2024. Over the last several months I have been told by the installer, Sunbility, that there have been multiple delays with permitting, and I still have not had anything installed. The company does not respond to my regular calls, and I have been reaching out for weeks with no response. I confirmed with ****************** (financing my project) that they had already paid Sunbility over $12,000 back in March after some permitting was apparently approved. The last time I heard from Sunbility was weeks ago in June, when they said they were waiting for a permit revision, but prior to that they'd told me that the installation would occur in early June, then early July, etc. According to the Solar ********************Op, there's no official indication that Sunbility is going out of business, but at this point I'm very concerned about when/whether I will ever see the panels I've paid for be installed.Initial Complaint
10/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been trying to reach this business for over a year to come and service our system that they installed, and to ensure our panels are producing, and we even asked to add additional panels. The business does not answer calls, emails, or service requests online. I would like them to service the system they sold us, add the panels were requesting, and respond when they are contacted by their paying customers.
Business response
01/26/2023
It is regrettable that this situation escalated to the point of needing a complaint. The previous project manager for this homeowner had recently had health issues and left the company and the homeowners emails were going to a deactivated address. Thank you for making us aware of the problem. Our office and service technicians immediately made contact with the homeowner concerning her SMA inverter. This customer has had 2 service calls to correct the issue and has indicated her satisfaction with the repair. Please close this complaint as resolved.Initial Complaint
04/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
We signed an installation agreement with Sunbility on December 9, 2021. Panels were installed mid December and inspections were passed mid February. We then applied for our Interconnection Application, which we were told could take up to 30 days. I have been in contact with Sunbility weekly since the 30-day mark (mid-March) to follow up on the installation of our Bi-directional meter being installed by TECO. I signed documents that allowed Sunbility to act on our behalf for the connection to be scheduled and completed. Sunbility will not give me a response about the status of this bi-directional meter. We will begin payments on the solar panels in 4 days and will still have to pay for traditional electric, doubling our costs. I am seeking expedited installation of the bi-directional meter and completion of this install.Business response
04/22/2022
Business Response /* (1000, 5, 2022/04/08) */ Thanks for working with us through this initial issue Ms. *******. As stated, we have no control over TECO's timeline to install meters after our installations. We also send out weekly permitting updates for each client's system to the email you provide to us in the beginning of our relationship on the contract. Unfortunately, on the day you made the BBB complaint you informed us that you do not have access to the email you initially provided, and therefore received none of the updates. You also asked us at that time to use a different email address, at which time I made the change in our contact database. I have attached a PDF of the emails noted- 2/6, 2/13, 2/21, 2/27, 3/5, 3/13 you were provided email updates on TECO's status on these dates. On 1/30 you were notified to the original email provided that your inspection was complete and that TECO had the request in their hands. TECO finally installed the meter on Friday 4/1, then the BBB complaint was made on 4/4. That day we onboarded your system with Enphase and got your monitoring up and running as is standard procedure after the utility company connects with your solar system. Everything is up and running as planned now and we appreciate your patience through this initial phase. We ask that you kindly reconsider your entry to the BBB.Initial Complaint
12/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Sunbility sold us a Solar system in 2019. Installed in 2020. The agreed-upon terms of the contract were that Sunbility would pay the first 18 months of payments. after the first 4 months, there were no payments made by Sunbility. I contacted them multiple times and they finally got the billing set to pay in June of 2020. (18 months Starts June 2020). in September of 2021, the payment increased by $46. Sunbility is stating they will only pay the original amount of $101 per month and not the increase. Sunbility owes us either 3 months of payments as promised in the beginning of the loan, or they need to pay the back amounts and the newly increased amount until the 18 months of promised payments is up.Business response
02/04/2022
Business Response /* (1000, 13, 2022/01/11) */ Please see attached contract stating that Sunbility will make 18 payments of $101.00. Also see attached the payment history for the 18 payments of $101.40. Their payment went up because they did not apply their tax credit to their loan. Please let us know if there is anything else we can do. Consumer Response /* (3000, 15, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfair and deceptive lending practices, the business did not pay the first 18 payments as stated. They started paying 3 months after the loan therefore the payment went up and failed to pay the increased amount. Had they started paying at the beginning of the loan I would be willing to take responsibility for the increased price. We are reporting this business for unfair and deceptive lending practices as it was not communicated that if we did not dump our entire tax refund into the loan the price would go up. Not only that but this business refused to give us access to monitoring our system for 18 months as well. We are reporting this business to the Florida Attorney General MVAP program as well.
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