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Complaint Details
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Initial Complaint
12/06/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
This company sucks! I thought they were to be able to see if something was faulty with my solar. I went since July w/o solar. They finally yesterday fixed it. Been freezing so as to not pay the 100$ electric bills I was paying not knowing my solar wasn't working, while also paying them for solar that I wasn't using. They won't reimburse me ANY money b/c it's past the 1 year in which I'm eligible for reimbursement. It wasn't MY fault the part was broken. Buyer, BEWARE!!!!!!!
Business response
12/19/2024
We are reimbursing customer for missed production.Customer response
12/19/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
*** *****Initial Complaint
11/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I entered a contest on Instagram and have been harassed via text and phone call for a few weeks. I believe that under the guise of a contest is lead gathering for super high pressure sales. Literally, no other contest Ive entered in my almost half century on earth has resulted in immediate numerous texts from multiple, unrecognizable (417) area code numbers. I block one and they call from another. They are suuuuuper aggressive.Business response
11/20/2024
IT Department has responded that this number as been marked as Do Not Call.Initial Complaint
10/18/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I had solar panels installed and was told by the salesman that it would come with batteries and they did not leave batteries when the installation happened. I called to inquire about the batteries and they are now saying I would have to pay $30,000 for the batteries. The panels are basically useless without the batteries and they left the batteries out of the contract.Business response
11/20/2024
Our VP of Sales and Operations has been in contact with this consumer multiple times and they are working on an agreement.Initial Complaint
09/20/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
In February 2024, I contacted Sun Solar regarding getting solar for my home, with the intent of reducing our monthly electrical expenses. We engaged with ******* ********* who conducted an in-home consultation. Following this discussion, we expressed our intention to proceed with the installation of solar panels, contingent upon the completion of feasibility assessments to determine the project's viability. Soon thereafter, I notified Mr. ******** that I would be deploying with the military, necessitating a temporary hold on the project until my return. During my deployment, I received a notification indicating that I had purportedly canceled my contract, which triggered a $3,500 cancellation fee, contrary to the contract's stipulated $2,000 fee.Originally, it was assumed that this notification was erroneous, as Mr. ******** was aware of my deployment status and our intent to resume the project upon my return. However, upon my return and subsequent communication with Mr. ********* I was informed that he had unilaterally canceled the contract due to a lack of communication during my deployment. Mr. ******** acknowledged his oversight regarding my deployment and expressed regret for the error.During our discussions regarding potential resolutions, Mr. ******** presented two options: either pay the $3,500 cancellation fee or provide a five-star review on ****** in exchange for a reduced monthly cost, decreasing from the original $145 to $133. Additionally, I requested an itemized statement justifying the $3,500 fee; however, I was informed that no such document exists and that I must accept the accuracy of their billing without verification. Given these circumstances, I now find myself in a position of diminished trust in the company, particularly as the cancellation of the contract was executed by Sun Solar, not by me or my family.Therefore, I formally request a resolution regarding the disposition of the contract, seeking cancellation without any associated fees.Business response
10/11/2024
Our internal investigation into this situation results in our Energy Consultant's statement -
I'll start with him stating "they expressed the intention to proceed contingent on the feasibility study". At no point did I give them the impression that the contract they'd already signed was contingent on the feasibility study. He did let me know we needed to speak after the initial feasibility study was sent out , expressing his concerns on production. I asked that he let me present him with a smaller system with panels only facing south,which would equate to some savings after installation. On that call he also mentioned the potential of putting the house on the market within the next year and expressed slight concern about being able to sell the home once it's installed. My rebuttal at that point was to provide him with literature for our clients who are considering selling their house after solar has been installed , then to forward to his real estate agent, which I did so as well as the new proposal on 3/13/2024. I repeatedly tried to follow up with phone calls, and text to confirm his intent on the revised proposal. My last attempt to gain correspondence prior to the cancellation notice being sent out was on 4/18/2024 @ 10:08am, to which he didn't respond until 9/12/2024 stating he just returned from a trip and wanted to discuss the cancellation notice. I have all the text & emails to confirm the lines of communication.
Upon reviewing the project, our company had logged many hours in the background to get this project to point of installation. Our customer contracts state cancellation fee schedule and there is no line item invoice for cancellation.
Customer response
10/13/2024
Complaint: 22315158
I have reviewed the business' response and am rejecting it because:
Does not reflect what really happened. The response willfully omits the part where they knew I was deploying (military) and would be out of touch for a few months. They simply say returned from a trip. During that time was when the company cancelled the contract not myself. Thus their clause of cancelling the contract does not fall under the clause of me cancelling and would therefore not result in a $3,500 cancellation fee. Please reconsider this cancellation fee so we can all move on.
Sincerely,
******* ******Business response
10/16/2024
Please see attachment for additional business response.Initial Complaint
09/18/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
My $52,000+ system was installed July 2018, and included a mobile application that displayed real time power generation information. In June of 2023, the application failed, and our electrical bills increased from $13.83 in May to $190.03 in June 2023. Because there is no way to report errors online, I called but was told no one was available to help and they would call back. I was not called back, so I called the next week but always spoke to a different person who had no idea about the situation. They never gave an email address, or respond in ********** July of 2023, I asked about the application to confirm the system status. They told me I would be responsible for $758.83 to upgrade the inverter. They assured me that my system worked, even though my electric bill proved it did not. They blamed *****************, and assured me that I would be compensated if anything was Sun Solars responsibility, but nothing was confirmed in writing. They said that my contract did not include any guarantee of a mobile application, and when they sent me a contract, it was ************** ******* of *********, **. (This broke the section 13 confidentiality clause.) They never produced my contract to confirm with my files. In August 2024 a technician was sent to check my system. He was late, and said that the system was off without explanation. We still have no way to check that the system is properly working. After a month, our electric bill does not reflect any production, and is up *****% (as of the date of this writing), after being $316.12 in July of 2024. No mention of any compensation for the year that the system was not operational.The system is still under warranty, and they have done NO customer service. I do not want to take legal action, but I may be forced to do so.Business response
09/23/2024
The cost was for outdated cell cards, which is out of Sun Solar control. However, to resolve this issue, Sun Solar is installing a cell card at no cost. After that, missed production will be reviewed and resolved with customer.Initial Complaint
09/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My solar panels do not work. I am paying for both a solar loan and a monthly electric bill. My solar loan is $288 a month and my electricity bill averages $ 350 per month. The company has been to my home three times and has identified that one of the solar inverters does not work. They keep promising to compensate me for lost productivity but I have not received any money from them. I was placed in a high pressure sales pitch in my home to sign up for the solar program and pressured to go through their financing program. I was mislead about the monthly loan payment. After fifteen months, my loan payment increases to about $ 450 a month and I have to give the loan company called Dividend any tax incentive money I receive from the government. I feel like this whole process has been a scam from the beginning.Business response
09/23/2024
Service Department was scheduled to swap out inverter on 9/20/24. Management attempted to call consumer on 9/20/24 to discuss best financing products. No answer so a message was left for them.Initial Complaint
09/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was buying their H3330323433**38373231H system for $20,000. I got $3000 off, $1,000 off and $2,000 off for letting them advertise on my property. When I got the bill it was for $73,000.00. I would like for them to take this equipment back because I can&#**;t afford the $73,000.00 for this.Business response
09/09/2024
Complainant has involved legal services in this situation now, so any further complaints sent to BBB will not be addressed in this format. Our legal counsel has been in touch with them. Our records indicate that the energy report and contract both clearly annotate the size of the system and the quoted and agreed upon price of $73,744.96. Contract was signed by both parties. Customer has to sign their own loan documents showing the price.Initial Complaint
07/31/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Contacted many times never resolved issues when say they will, been silenced for long time don't answer e mails.Business response
08/21/2024
We have made several attempts to call with no answer and have also sent an email with a proposed resolution, with no response.Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased solar panels from SunSolar of Missouri at the end of September 2023. After the installation, we experienced several inconveniences or problems that the company eventually resolved. However, the company projected 103% electricity production. When my past summer bills have not demonstrated near that production, I shared my bill seeking an explanation. No one has responded to me about that (although I have reached out multiple times). As frustrating as that is on the $30,000+ investment, the greatest frustration has been the multiple times that my system has not shown any production at all. Multiple times they have sent out someone to "look into the issue," but the problem persists. Tech individuals they have sent have told me that we likely have a bad inverter and that SunSolar will be in touch. No one, however, gets in touch with us. I have reached out multiple times and they tell me it is simply an "app" issue that the latest technician supposedly resolved. But nothing has been resolved, and the company just apologizes to me over and over again without actually fixing anything. I have not wanted to post this complaint with BBB, but I honestly hope it leads to our situation being resolved.Business response
08/06/2024
Missed production has been compensated, check already mailed, and reduced the production amount on his SREC. There is nothing further that we are aware of.Customer response
08/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. (I am also under the impression that our faulty inverter was replaced at last technician's visit, which was a vital part of my complaint).
Sincerely,
***************************Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a system from Missouri Sun Solar back in 2016. The system is still under warranty, but has not been working at all or only partially. This has gone on for months. I am easy to get along with, and was myself a member of the BBB when I owned Home Town *********. Multiple calls later, They installed a new inverter. Still problems so they sent a electrician out to troubleshoot why it still was not working properly. After finding out the problem was on the roof he said he would come back with help. I don't blame him at all. He was a man around my age, 69, and I wouldn't go on my roof either! After more calls from me asking when they were coming out to fix the system, and more excuses, and I do know how problematic keeping help can be, here we are. This has been at least 5 months of a system not working properly that I paid for up front. I'm not a tyrant, I just want my system back helping pay for my expensive electric bill. I'm on Social Security so every dollar counts.Business response
07/29/2024
We removed panels on 7/19 and found some critter damage. There are 5 panels beyond repair. We will be providing him a quote to replace those.
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Customer Complaints Summary
40 total complaints in the last 3 years.
21 complaints closed in the last 12 months.