ComplaintsforSun Solar

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is one of the worst companies I have delt with. This is Not an honorable company, once you sign the dotted line and they have your money you are no longer important. We have a solar panel out from the tornado. We have called several times. They said they would send some out. They called next day and wanted to cancel and I said no more delays. Also we were to recive for the reference to bring there business to a business and we were to receive a bonus of one thousand dollars have not received any thing and the service was installed in January of this year. This is not the first time I have left at least 5 bad reviews. They will not call us back and I found out that is very common practice. If I had known all this I would have never gone with them I highly would NOT recommend them

  

  Business response

  07/09/2024

  Service repairs have been completed and check issued and overnight mailed for the referral.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I requested a quote for whole house battery backup. The quote was made in December 2023 and signed 01/09/24. I have paid $17,050 per the contract but over the last 6 months representatives of the company have come to our home to attempt to install the batteries and each time were either unprepared, did not have the right equipment, or attempted to place the equipment or install the equipment in a manner that was not agreed upon with company representatives. Finally, on 6/10/24, installers realized the system, as designed, would not perform as contracted. They spoke with "upper management" at Sun Solar who told the installers to proceed with installation in a way that would render the equipment far from what they specified and virtually useless to what we need. With installers on site I told them to stop the install, spoke to my representative ***************************, and he agreed that the methodology they were using to install the batteries would not provide service as designed and the only recourse would be to double the system (and double the cost of $30,000) or cancel the contract. Since 6/10/24 I have heard nothing from representatives of the company--no phone call, no email, no mail or any other documentation that the project was canceled and a full refund forthcoming. On 6/25/24 I called for *************************** who would not take my call and another staffer named **** (no last name provided) said he did not know anything, and did not have a suggestion on who I should talk to in the company. Throughout the process their "project managers" could not provide adequate information when asked, and did not know or understand what I had purchased or what was designed. I still have not heard from the company. They still owe me $17,050 and no work was successfully performed at my house and no equipment delivered.

  

  Business response

  07/09/2024

  Refund had already been initiated within our system at time of this complaint and has since been mailed out.

  Customer response

  07/09/2024

  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. My complaint is as not made on the date of refund. It was made prior to anyone attempting to contact me to refund my money.

  I remain concerned for other customers as to the lack of professional project management or reasonable communication with this company. Caveat emptor.

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

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had nothing but trouble with this company. It took us a year and a half to finally get the system working correctly during the installment they cut a powerline to our shed and we lost an entire freezer and all of the meat that was in the freezer we have a yard light that the electric line was cut and we still dont have electricity to that yard light, I have tried to work with them. They do not want to reimburse me for the freezer and the meat and they also owe me $1400 for production during that time frame. Ive sent receipts. This is the breakdown of compensation that we expect to get from them. Its listed as follows.Compilation - [ ] Freezer $1200.00 - [ ] Deer meat 52 lb per deer X 8= 416 lbs @$37/lb = $15000.00 - [ ] beef 536bs of meet @ $6.50 = $3445.00 - [ ] Propane setup $400 - [ ] Propane $940 - [ ] Front yard light trenched and wire replaced $1000 - [ ] Corner of shed fixed and siding on corner of house $875 Total of $22,860.00

  

  Business response

  06/07/2024

  We have been in communication with customer and have made an offer of resolution which has been rejected.  **** continue to communicate with them.

• Initial Complaint

  04/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  During the purchase of my solor panels the sales man and I discussed installing them higher off the ground do to the dogs may jump on them. He said he would do that for free.. they did not do so and when I called about it all they did was laugh at me and tried to change the subject. I quit calling them to complain about all the lies they told us and try to resolve the issues. They'd just make up some more bull. Really regret buying this product. And the 2 friends of mine that purchased these panels have more complaints about them then I do. I will be telling them to post their issues on here as well

  

  Business response

  05/06/2024

  Sun Solar takes all complaints seriously & this complaint by Mr. **** is no different. We have thoroughly researched each of the issues he states in his complaint letter to the BBB. I have bullet pointed each issue & the results of our research
  We have checked his contract to see if it was noted Mr. **** wanted an elevated ground mount & there was no notation that would have been required to be installed elevated (please see contract attached)
  There was no extra charge listed on the contract or proposal that would have been required since an elevated ground mount needs extra support to withstand extra pressure from winds
  We questioned the salesperson on this sale about the elevated ground mount. The salesperson stated that it was discussed to have an elevated ground mount but ************** did not want to pay the extra money.
  Our salesperson seemed to have taken care of ************** since he got two referrals from **************. In addition, our salesperson paid an additional $1000 from his commission to the customer on top of the **************************** paid for the 2 referrals.
  As far as finishing the system as ************** stated as desired settlement, we have installed it as contracted & have attached a screen shot to show the system is working as designed.
  Lastly, the reason ************** listed for the elevated ground mount was for his dogs not to get on the array. Although I see his concern his dogs would have difficulty walking on the array as built since it is set on a 26-degree tilt. In addition, it would be highly unlikely for his dogs to harm the panels, they are made to withstand much more that dogs on the panels. The greatest risk of them harming the array is getting into the wiring & an elevated ground mount would not stop them from being able to mess with the wiring. The best protection would be to install a fence underneath to keep his dogs from getting under the array. 

  Customer response

  05/09/2024

  The statement they gave you is a complete lie the salesman was not going to charge for it. He said he would throw it in and that was part of me buying the solor pannels... 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They have called every day, I would like them to stop I'm not interested in their product at this time. Thank you.

  

  Business response

  04/16/2024

  Our IT department has reported that this number has been marked to not contact.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted sun solar to install solar panels on our shed. They came out and put the panels up and put some boxes on the side of our building and havent been out since. That has been 6+ months ago. Then the pushed the funding through for our loan starting our interest free payment period and the project was not completed. We told them and the finance company that the project is not completed and sun solar pushed it through anyways. Since then we have gotten the run around and they sent another company out named ****** to quote sun solar for finishing the install. ****** told us this project needed to be done the way they quoted it to be legal and correct. Strive provided a quote to sun solar and told sun solar we were demanding the extra work to be done which is not the case. Since then the two people we were speaking to at sun solar have not responded to phone calls or text messages which has been the only way we have been in communication. We are now sitting here with an incomplete solar system and 68,000$ worth of debt and we still have an electric bill.

  

  Business response

  02/08/2024

  Our VP of Sales and Operations spoke to customer and explained the miscommunication between the installer and what was originally agreed to.  Customer was assured that we would get inspection approval and permission to operate for the system.  VP also assured customer there would be no further charges for any work done.  Confirmed with installer the work still needing to be completed and scheduled.

  Customer response

  02/08/2024

  Complaint: 21232298
  
  I am rejecting this response because: I wish to be reimbursed for the charges due to the fact sun solar pushed the funding through triggering my loan interest free period and therefore costing me interest. I also want reimbursed for unmet expectations pertaining to this project. Sun solar made a lot of promises and have not delivered on them. Im paying for a product and a service and at this point the service I have received is sub par at best. As a paying customer I and no one else should ever be treated this way. 
  
  
  
  
  Sincerely,
  
  ***************************

  Customer response

  05/15/2024

  TR 05/15/2024 [M]  Mediator sent an email to the consumer requesting an update.

  TR 05/22/2024 [M]  Mediator sent an email to the consumer requesting an update.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have repeatedly asked to be removed from Sun Solar's call list. I requested service on my sibling's property four years ago, and I still get a call every two weeks asking if I want services. I have tired everything, this is unprofessional and is causing me a great distress.

  

  Business response

  01/13/2024

  Our IT department has logged this number as "DO NOT CALL".  We apologize for the inconvenience.  

  Customer response

  01/16/2024

  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,
  
  *********************

  Customer response

  06/17/2024

  This company will not stop SPAM from calling me. I have already entered a claim that was resolved by the BBB, and they disregarded it. I get calls once a month and its very distressing to my life.
  

  

  Business response

  06/19/2024

  IT has reported that the "Do Not Call" flag is permanent for this number as of 6/12/24.

  Customer response

  06/20/2024

  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

  01/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The original system was purchased on 1-23-2023. It was to be installed on April 1, 2023. They did not get it working until the middle of September 2023. They either didn't show up when scheduled to do so or the technician could not fix the problem. I decided to purchase a second battery, the purchase was made on 10-23-23. At that time they said they were behind, I said I was not in a hurry, but I wanted it before the first of the year. In December 2023 the new battery was installed but again the technician could not get it to work. At that time the entire system was shut down. I was without solar energy since that time. They said the earliest they could return was January 4th, 2024, they did not show up that day. I called and was not happy with their response. I do believe I should be compensated for the time I was without solar power and the inconvenience I was forced to endure.

  

  Business response

  01/26/2024

  Our VP of Sales and Operations left a message on the daytime contact phone that we have on file.  Message states we will pay for lost production and for customer to call back to discuss other issue that requires further explanation.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase solar system with backup generator. Work was completed April 2023. Generator installation did not pass city inspection. ******************* who is the building regulation supervisor for the city of ******** has contacted sun solar numerous times via email. sun solar has made four visits to our home since with subcontractors to fix wiring problems but still no resolution. city of ******** has halted future permits until this issue is resolved.

  Customer response

  12/19/2023

  Submitted filed attached.

  

  Business response

  01/08/2024

  The following are the steps that took place:

  City of Columbia would not pass the gas line that ********************** plumber installed
  The plumber was extremely helpful with getting this matter resolved by sending pictures to Generac & getting message back that his gas line would meet all the requirements for ****************** generator
  Plumber sent to the city they passed the gas line & scheduled to put in the gas meter at **********************
  We scheduled a service crew to install the generator the same day as the city was there to install the generator
  Generator was commissioned & PTO was granted on ****************** system

   

  We believe that this solves the issues at hand.

  Customer response

  01/12/2024

  Complaint: 21030083
  
  I am rejecting this response because:  From April 2023 to December 2023 Sunsolar sent contractors multiple times who were unable to complete the wiring project. The city of Columbia put a hold on future permits until the project was finished.  We discovered that Sunsolar did not obtain appropriate permits from the city for this project which we also had to pay.  After the city held future Sonsolar permits for half a dozen projects following ours, Sunsolar found an urgency to complete our project in November because they wanted their other client to recieve their rebates for the 2023 year.  Sunsolar's subcontractor who wired and installed the generator did not complete the city's required commissioning of the generator.  We incurred an $800 bill to a master plumber to conncect the generator into the existing gasline in our home to work the generator.  We incurred expenses to our genetech representative $1500 for repeated  visits to our home during this process for communication with the city engineers regarding the project and explaining the needed wiring for safety and efficiency and the report on wiring errors of the project.  Part of the fee was for the commissioning of the generator to ensure it was working properly and enabling all electrical devices in our home were properly working with the back up generator system.  We purchased a solar system and spent an additional $10,000 for a working back up generator. We waited 9 months for Sunsolar to properly install and finish this project.  

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

  Customer response

  05/01/2024

  TR 05/01/2024 [ M ] LVM for the consumer regarding mediation and requested a current update on the status.

  TR 05/07/2024 [M]  Sent an email to the consumer requesting an update. [CR]  ************ did not address  or repair the issues they had caused. I had to hire a third party company, and get the city involved to get the system working.

   

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sales Contract Date: 7/8/2022 Solar Hardware Partially Installed: 2/23/2023 (may be 2/27/2023?)Install Attempt 2: 3/30/2023 First Solar Payment (even though hardware was not completely installed): 5/2/2023 Install Appointment Attempt 3: 5/4 Install Appointment Attempt 4: 5/25 Install Appointment Attempt 5: 7/25 Install Appointment Attempt 6: 8/8 Install Appointment Attempt 7: 8/15 Install Appointment Attempt 8: 8/24 Install Appointment Attempt 9: 8/25 (for sure showed, but couldn't do any work without a disconnect so had to go back)Solar Install "Finished": 9/14/2023 (at this point, 6 panels are not working-- but they were supposed to schedule someone to do the fix)Solar Inspection Passed: 9/20/2023 Oct 6 or 9th: Wife called Sun Solar as we have heard nothing about the 6 panels.Oct 11th: Sun Solar comes out to fix panels. Oct 12th or 13th: Wife called Sun Solar as none of our panels are working. We were told an appointment would be scheduled for a fix.Oct 17th: No word from Sun Solar, so I called them again. I was told it would be at least until Nov 6th before they could come out to get the Solar working. The tech support lady read the notes to me and said "electrical was not installed properly on the roof" and "it would leak. need to get a whole crew out SOON!". (this is extra concerning considering how long the solar has been installed on my roof). Every single time, my wife or I have had to call sun solar. Of all of the attempted appointments to finish the install, Sun Solar showed up only about 2 or 3 times-- one of which, they had to turn away as they couldn't do the work without a disconnect. On top of this, they left a mess around the property and damaged the side of my house when replacing the meter. They did not use any caulking to weather proof any holes they drilled either. We have been more than patient with this company. While compensation for the issues would be fantastic, getting everything fixed and finished is my top priority.

  

  Business response

  10/18/2023

  Customer has been contacted and a date scheduled to evaluate and correct the issues.

  Customer response

  10/18/2023

  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,
  
  ***********************

*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. ↩