ComplaintsforSun Solar

• Initial Complaint

  09/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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  The cost was for outdated cell cards, which is out of Sun Solar control.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

  More info

  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

  More info

  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

  More info

  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

  More info

  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 to complaint 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

  More info

  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.

• 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... 

*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. ↩