ComplaintsforSonnen, Inc Innovation Hub
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Complaint Details
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Initial Complaint
07/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I spent $40,000 on a Sonnen Battery systemand it has never worked properly from day 1, Sun King (installer) has done everything in their power with the best customer service and has replaced every part supplied by the manufacturer and it still does not perform as advertised or promised by the manufacturer, Sun King has never charged me for the countless anount of times theyve had to come, in excess of 20 at least, theyve changed main components months after commissioning, mother boards, hardware, software, etc and the manufacturer keeps giving Sun King and myself the run around, i would like the problem remedied with a system that works, from what ive read and been told by not only the distributors but also ****** research, this company (Sonnen) and particular model has been trouble from day 1 and has been discontinued, they wont remedy the problem, the distributor (CED) has tried making a deal with the manufacturer but Sonnen keeps giving all of us the runarounds, i either want my money back with compensation in labor for Sun King for all their service or the sustem to be replaced entirely with a different model that works along with costs for Sun King to replaceBusiness response
07/20/2022
We have received your notice in regards to complaint ID ********. We have been in ongoing discussion with *********************************** and his designated installer over the previous months to ensure his sonnen system is working. In the last week, a service technician made a settings change on the battery that we believe will resolve the problem, and our ***************** Manager ******************* spoke with ********************** on the phone this Tuesday, July 19, ****************************************************************** this conversation, ************** committed to replacing this system with the newest generation of sonnen product if the current problem is not resolved.
We regret that ********************** has had several issues with his sonnen unit and are committed to correct this matte. As ********************** indicated to you, sonnen has worked with ********************** installer over the years to honor the warranty and replace various parts. However, because sonnen is not itself an installer and the *************** Warranty is focused on parts, not installation, communications under the *************** Warranty are often run through the customer's installer or in some instances in parallel. In this case, due to the number of unexpected issues that have arisen and various communication delays, we have failed to provide the product experience that we strive for.
Thank you for calling this matter to our attention. I will work personally with ************** and ********************** to resolve it shortly. If you have any questions or concerns about the sonnen *************** Warranty we would be happy to discuss.
Initial Complaint
11/22/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a Sonnen Eco 8 unit that for the past 4 months has not been operable. I have been trying to deal with Sonnen as has our Installer. Unfortunately, despite multiple telephone calls and emails, Sonnen is not responding with either fixing the unit or updating myself on when it will be fixed.I have been advised by Sonnen that the problem is a quality assurance issue on their part, but, again, they refuse to discuss with myself or our Installer when it will be fixed.Thank youi.Business response
07/21/2022
We regret that ************** has had several issues with his sonnen unit and are working to correct the matter. As ************** indicated , sonnen has worked with ****************** installer over the years to honor the warranty and replace various parts. However, because sonnen is not itself an installer and the *************** Warranty is focused on parts, not installation, communications under the *************** Warranty are often run through the customer's installer or in some instances in parallel. In this case, due to the number of unexpected issues that have arisen and various communication delays, we have failed to provide the product experience that we strive for.
Our ***************** Manager poke with ************** on the phone in June as part of his team's ongoing communications over recent weeks. We have committed to reaching a resolution soon by either replacing the system or refunding the sonnen system purchase price.
Thank you for calling this matter to our attention. I will work personally with our service manager and ************** to resolve it shortly. If you have any questions or concerns about the sonnen *************** Warranty we would be happy to discuss.
Business response
08/03/2022
I previously responded to this complaint. Unfortunately, since that time, we were unable to resolve the problem with the sonnen system to the customer's satisfaction, and have refunded the system per our warranty document.Customer response
08/18/2022
Complaint: 16325937
I am rejecting this response because: Complaint ID: ******** Your previous note to myself stated that Sonnen has refunded the cost of their unit to myself. However, this in incorrect. Sonnen has not refunded anything to myself at this time.
Sincerely,
***********************Business response
08/22/2022
We are committed to refunding this system. However, per our warranty terms, systems must be returned to sonnen before refunds are issued. We are working with the installer of the system to remove and return the battery system - all of which will be paid by sonnen.
Once returned, we will issue the refund check.
***********************
Customer response
08/29/2022
Complaint: 16325937
I am rejecting this response because: this is in violation of the warrantee. According to the warrantee, https://sonnenusa.com/en/warranty/, Sonnen does not state what ****************** claims.Please see a copy of my email:
Hello ****,
Yes, I have discussed this issue with *****, Auburn Solar. However, before we discuss this there are a number of falsehoods that I would like to clarify.
*********************** Senior Vice-President ******** Experience, has advised the ********************** that a refund check will not be issued until the unit is returned to Sonnen. According to the warrantee, https://sonnenusa.com/en/warranty/, this is a falsehood. I do not see this condition listed. Obviously, I do not want the unit, Sonnen is more than welcome to it. However, given the difficulty that I have experienced with Sonnen, I will expect the check prior to the unit being returned.
Furthermore, under section 5g of the warrantee, Sonnen is to replace the "purchase price" of the unit. I am confused as to why you have been requesting the wholesale cost of the unit. I am enclosing a copy of the purchase agreement showing the cost of the unit was $26,000.00. This is the amount that I am expecting. Also, Sonnen is severely late in resolving this problem. The warrantee states "Should sonnen be unable to repair or replace defective products or re-perform defective services to the agreed-upon standard within 90 days after written notice from ******** of such defect, ******** shall grant ********************** a ****** cure period in writing. Should sonnen fail to replace defective products or re-perform defective services to the agreed-upon standard within such 10-day cure period after written notice from ********, ******** shall have the right to request reimbursement of the purchase price of the Covered Product." We are severely beyond this. However, to clarify, I am requesting reimbursement for this unit and, per the Warrantee, I expect this to be resolved immediately.
My understanding is that Auburn Solar has agreed to $2500.00 to remove and ship the unit to Sonnen.
On August 3, 2022, a message to the Better Business Bureau from *********************** stated "...we were unable to resolve the problem with the sonnen system to the customer's satisfaction, and have refunded the system per our warranty document." This is another falsehood as, as you are aware, I have yet to be reimbursed."
To recapitulate, I purchased a Sonnen Eco 8 unit in 2019 for $26,000.00. Since this date I have had multiple issues with the unit not operating properly. Auburn Solar has attempted to repair the unit to no avail. A Sonnen field technician has attempted to repair the unit without success. The unit has continued to malfunction. I am requesting a complete refund. Furthermore, I am requesting that Sonnen acknowledges that there will be additional charges incurred with the replacement of this unit such as having to pay for permits, etc. and that Sonnen agrees to pay for these additional charges.
*****************************************
Sincerely,
***********************Initial Complaint
10/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have a Solar system with lithium battery backup from sonnen batterie. It was installed 4 yrs ago with a 10 yr guarantee. American solar installed it and has trouble shot and fixed problems till now ' They tried to fix the system but could not. They called and I called Sonnen Over 10 times in two months. They have given *********************** of ******************, ******* and me the run a round.I needed this back up during hurricane season(my home was destroyed in Charlie).incidentally, all amer solar had been so frustrated with Sonnen, that they previously refused to do business with them.all they had to do was send a tech. they refused to set up an appt. despite numerous pleas. Ihave never complained to BBBor anyone ever or wrote a nasty gram but this *** needs to be called to task
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.