ComplaintsforSun Solar

• 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,
  
  ***********************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I told a salesperson that 2023 is not going to be financially feasible for me to install solar. Since then I have received calls at minimum of once a day. If I block the number, they just call with another. When I am ready for solar, it will not be with this company due to their aggressive and relentless tactics.

  

  Business response

  09/22/2023

  This issue has been handled as the number has been added to our do not call list.  We apologize for the inconvenience.

  Customer response

  09/25/2023

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

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have contracted with sun solar to install and complete work on 30 solar panels. They haven't finished the job when we try to call the company and ask when our job is going to be finished they state they are waiting on the power company when we call the power company they give us all the dates they have requested information from sun solar and sun solar doesnt send the information over we are already making payments on our financing and the financial company has already paid out all of our installments of our loan. We have talked to numerous people in the company and seem to be getting the run around.

  

  Business response

  09/28/2023

  Dear Better Business Bureau,Thank you for providing us the complaint concerning ***** *********. Sun Solar is a rapidly growing company and on occasion there are customer issues that need to be addressed in a more comprehensive manner. We have looked into the installation of the solar system for Ms. *********. The issue causing the delay is the interconnection and permitting with the local electric utility for a secondary home on Ms. *********’s property. Her main home was permitted and connected; however, she asked that a tiny home be connected and that was not included in the original permit application with ******. We are working with ****** to address the delays and have conveyed the schedule to complete the installation with Ms. *********. Sun Solar is a customer service driving company that grows from customer referrals. It is critical that we address each and every customer issue. If you have any questions, please don’t hesitate to contact me at **********************

• Initial Complaint

  09/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I paided 31500 . The sales person changed a month in and the new sales person had no glue on my case I ordered specific panels and told them I needed the nma signed and a 2 week notice before install they tried a 12 hour notice They tryed to install without a net metering agreement 6 months ago with whatever panels they had. I told them no I'm not putting $60000 on my roof to be useless.. .. the new sales guy had no idea I paided 31500 already. Won't take my calls .. I'm asking for a 5% (3000)charge for canceling instead of the 10% (6000) because there is no restocking fee .. that would cover the site survey and 2500 more for time spent on project even though it was all wrong.. I'm not being unreasonable but they won't talk to me been getting the run around for a month

  

  Business response

  09/01/2023

  **** ****** our VP of Sales and Operations, spoke with customer and a satisfactory resolution was reached.

  Customer response

  09/05/2023

  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,
  
  ***** ****

• Initial Complaint

  08/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Company installed a Generac Generator on June 14th. Genrator does not work, and they are not responsive to calls. After I have called multiple times they finally scheduled a date 3 weeks out, for 8/9/23. On 8/7/23 they contacted me and told me the date changed to 8/10/23. On 8/10/23 I received no calls in the morning and nobody arrived, so I contacted the company at 11:00 to inquire about the repair. The office told me that I was scheduled for 2:00 and that they would be out. I was at home all day and nobody came to my house. I did not receive a call notifying me that they were not going to make it. I have taken multiple days off of work, only to have them not show up and not call.

  

  Business response

  08/17/2023

  Issue has been resolved; service tech was on-site and customer was present.

  Customer response

  08/22/2023

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

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On sept 22, 2022 I signed a $67k contract with sun solar to install solar panels and a generator. I was informed the job would take approximately 3 months and was even given an estimated install date of Dec. Prior to signing I specifically asked if Sun Solar was able to do the work in ******** knowing they were based in MO and was told yes and that they even had others jobs they were currently doing in OK. After signing and after a month of asking about when the surveyor would be out (which I was told would be in a week or two) I was informed the job had been subcontracted to Okie Solar.Since then I have had to play the middle man between these two companys to get information about what was going on. Ive been told there were supply chain issues, which though I do understand that, yet sun solar has posted videos on their ******** saying we have the supplies to do your project, sign up with us. After 6 months the panels were finally installed. With the generator being installed two weeks later, which was a whole other nightmare of its own. It is now coming up on 10 months since signing the contract and the system still doesnt work. The response I keep getting is well its Okie Solars fault they havent sent us the info. Sorry thats not my problem, you subcontracted to them, not me. On July 3rd I was told by sun solar they were trying to get the inverter transferred from okie and were working to schedule someone to come out and see why the system wasnt working. I emailed twice in the last week for an update and received no response from anyone. It took less time for my house to be built from the ground up than this simple job of installing a solar system and generator has taken. Please give me an update on when or if this system is ever going to work.

  

  Business response

  07/24/2023

  We have been in communication with customer; determined that system is energized and producing.  We are in the process of making the necessary adjustments addressed with customer.

  Customer response

  07/26/2023

  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 at this time. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Solar roof system, installed 10/17, includes an inverter that ties into the grid. This inverter has a display that allows the user (me) to view critical detailed information of power output, temperature of the cells, and other features.This display began to fail 2 years after installation (2019) in which I contacted Sun Solar to repair this. Initial statement was that if I complain, that feature would be removed and not replaced.I contacted Sun Solar again (4/22) when I found that the manufacturer of the inverter (Solar Edge) had a solution for this problem with an upgrade for a blue tooth connective inverter and app. I contacted Sun Solar to find that the first person quit, talked with support, she was to check. I called back to find she could not get the part to repair the inverter, knew of the upgrade, would check. I called later to find she had left the company. I have talked with over 5 different people, ranging from "service managers" to "directors", concerning this. The have told me they are checking into it, then when I call back, that person no longer works there.This is a leased system and I equate this issue to a leased car that has the dash fail and one can no longer see speed, gas gauge, warning lights, and told by the dealer, "so what, you can still drive it."

  

  Business response

  07/21/2023

  Our ************ Director spoke with customer today 7/21/23 and a resolution has been reached.

  Customer response

  07/21/2023

  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.
  

  The Business in reference has agreed to replace the faulty inverter.

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

• Initial Complaint

  05/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had a solar system installed on my residential property on 2/27/23. The network cards were not correct, so another technician was scheduled to install the proper equipment. After this was corrected, the power company found discrepancies with the approved setup, and Sun Solar has been back 4-5 times. The power company still rejects the installation; 3 months later, we have yet to resolve the issue. I have been paying for an inoperable system, with no resolution in sight.

  

  Business response

  06/02/2023

  We went out on 5/31/23 & corrected all the ************* to move forward. The ****** project coordinator has contacted their utility,Liberty, to let them know the work is done. This will allow the Reeds to reach PTO & have a working system. Customer has been contacted to give an update & they will receive reimbursement for 1 month of lost production. 

  Customer response

  06/02/2023

  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. ↩