ComplaintsforSun Solar

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied online for a Solar System with Sun Solar and on 4/17/23 someone came out. I was given an estimate of $17,000 and asked for a 10% check up front so I paid $1,722.30. It's been a month since I heard from them. I've been given the run around and told they couldn't get a permit. I called the courthouse to get information on what it takes to get a permit. I was told all was needed was to go to the courthouse to request a permit and pay $30. I receive a notice 4/5/23 from Sun Solar that I would need and additional $7,000 to get started, On 5/15/23 I called to confront them about this and to request a refund. I was told they would not provide a refund.

  

  Business response

  05/16/2023

  Customer's contract was signed 4/19/23 with a  10% down payment made which is in alignment with cash projects.  The contract signed by customer states the payment schedule in section 7, which reads "10% of the contract price at signing of Contract.  Then 50% of the remaining balance due at the time Sun Solar orders materials specific to Client's Project.  The second invoice sent to customer is for that 50% amount.  Once that payment is made, we are ready to install panels.  Things have gone quickly and smoothly with the scheduling process with customer approving Feasibility Study for project and our team getting all paperwork and scheduling ready.  We are just waiting on the customer's payment at this point and he will be installed.

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve ask sun solar for 3 years to remove my phone number and stop harassing me with weekly phone calls. Every time I ask them to remove my number and stop calling. Each time I’m told they won’t call again. All I want is to have them stop calling me. Also yes I’ve registered my phone number with the federal do not call list!

  

  Business response

  04/21/2023

  We have marked this phone number as a do not call.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid cash for new solar panels that would allow me to consume the 7.9kw system for home use. Ozark Electric Co-op refused for the system to be used on the power grid lines. A limit of 3.0kw operation into the home was agreed upon by the electric and solar companies. When I asked in writing, if this meant that the home would still be able to produce and consume full system use but could only sell back no more than 3.0kw to electrical company, I was told yes in an email by sun solar. Sun Solar put the restriction and adjusted the solar panel system to shut down quickly at only 3.0kw production. This meant that the home electrical consumption was only 3.0kw. Then, the system shuts down completely. My home never consumes the rest of the 4.9kw the system was designed for and what I agreed to pay for. I called the owner (*** ******) that said give him time to make it right and if it wasn’t he would make it right. After this reassurance, I said OK. As time went on, I would occasionally call or email sun solar. I asked a couple of times to have a meeting with the owner to talk about my situation. Upon arrival both times I was only allowed to meet with lower-level employees. I felt that the situation did not matter to the higher ups and nothing was ever made “Right”. I kept faith in the company and allowed ample time to correct the situation, only to my prevail that a system three times as large as mine that ends at a house with no further homes on grid was aloud on the same power lines that the electrical company said was unsafe to overload with the extra 4.9kw of electricity consumption in my house. I want reimbursed financially for the 4.9kw that is unusable in my system with back pay of money paid to electrical company or the system restrictions removed from my house that limit and shut down the system after 3.0kw production, to finally make this “Right”.

  

  Business response

  04/11/2023

  The net metering agreement between *** ***** and Ozark Electric would only be approved by Ozark Electric, if the system would not back feed to the grid, over a certain amount. This amount is/was determined by the utility company, not Sun Solar. The inverter was programmed accordingly. The production of solar is consumed by the home before any energy is fed to the utility grid. Many customers believe the solar goes to the utility first, then back to the home. This is not the case. During daylight hours and while solar is being produced, *** ******* home consumes as much of that energy it needs. Any energy it does not need is considered overproduction and is fed to the utility company. If *** ***** believes he was limited on full credit of overproduction, the utility company would be the point of contact, as the net metering agreement is between Ozark Electric and *** ******  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I can not get Sun Solar to stop calling me. I've told them multiple times to take me off of their calling list. They don't. I block a number and another person calls from another number I've received over 20 calls in the last several days. They argue with me saying my husband and I registered for the information. I tell them that we did not sign up for a reach out that someone must of registered on our behalf....that doesn't stop the phone calls. They ask for my husband but have my phone number. I confirmed with my husband that he did not request a contact from this company. I told the last person that I was filing a complaint and just received another phone call before being able to do so. These are the last two numbers that they have used ************ * *************  with these tactics this company DOES NOT deserve the rating that they have with the BBB. I would simply not answer the phone, but I'm expecting an important call from in incoming number that is not in my contact list. REGARDLESS.....me telling them to take me off of their list and stop calling has just empowered them.

  

  Business response

  03/01/2023

  We have this lead marked as DO NOT CALL.   We can see where we have placed 1 outbound call made on 02/27/2023 at 11:03AM, and in that call we placed the contact on our DNC list on 02/27/2023 at 11:04 AM. 
  
  We DO NOT see that the customer has ever called IN to us directly.

  
  We DO NOT own/operate the numbers she provided her complaint ************* * **************

  
  We DO NOT have her number listed in our newer campaign software.
  
  
  We CAN identify that we were provided her information from Modernize, a lead aggregator, so it is possible that ANOTHER solar company with less scrupulous business practices was also provided her information.
  

  
  

  Customer response

  03/02/2023

  ********** ********
  I am rejecting this response because:If Sun Solar recorded that they had 1 outbound call to my phone number then they are responsible for ALL of the other subsequent phone calls I received.  Yes, I told the lady to take me off their call list on the very first call, the one that is being referenced by Sun Solar BUT then I continue to be harassed....I'm still being harassed even today by continued calls.  I do not accept the company's response.  I'm making the assumption that they are outsourcing to a call center for leads.  I know these calls are coming from Sun Solar, because I've had to answer them while waiting on an important call.
  
  
  ********** ******* ************

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They initially added more panels to fix the lack of production. Its no where near what it is supposed to be. But that didnt fix it *************** refuses to communicate with us even though our panels are still under warranty. The product is not working as it should. They refuse to fix it. $40,000 and still huge electric bills. We were lied to and sold a lemon. We need help getting them to respond snd address the faulty product. Im trying to avoid legal action. But my husband and I will have no choice if they refuse to respond. After reading their online reviews. Im not hopeful. Please know we have a record of all communication and the contract/warranty. Thank you!

  Customer response

  01/23/2023

  Sun solar reached out to me and they gave scheduled to replace the faulty inverters next week. Hopefully, they will follow through. Thank you for your help. 

  
  

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible company, never finished the job. Salesmen **** was great. Trenches have been open in yard partly filled in for two weeks. Twice they did not show up and I had to call them to find out nobody is coming. They did not clean up after themselves, there were pieces of wire and steel drill outs laying all over. Not to mention the cigarette butts all over. Keys are jammed in one of our backup generators. The work crews talk more then they work. Got bent posts were panels were hung so the panels are all wavy. Supposed to have insulation blown in, in crawl space above house as part of deal. No calls or call backs on it. They truly do not care after they get pd. The funding on job was approved before job was even half done and had to get in there ***** to finish the half done job. Seek a solar solution else where, this company nor its owner give a crap about customers. Employees did nothing but bad mouth company and say they were looking for better jobs. Said company treats them like crap. If we need more panels will go else where. U would think for 120k u would get good service.

  

  Business response

  01/12/2023

  Our Sales Director spoke with the customer on 1/10/23. Acknowledged his issues, reached a solution and scheduled follow up to finish.  Customer appeared satisfied with the conversation and the plan.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid sun solar for a solar install to be commissioned for use by the end of December December 31 actually. We had the system installed October 31. However, Chancellor failed to send liberty utilities the correct documents after several attempts and request they have still failed to send the required documents to receive permission to operate the system. I paid them $46,000 for the system and it is unoperational

  

  Business response

  01/05/2023

  Both our Sales Director and our CEO have spoken with Mr. ***.  We have been in communication including sharing information from both CPAs and IRS publications. Mr. *** has not at this point agreed with any information given to him by anyone in our company. We will continue to still stay in communication with Mr. ***, to work out a compromise that will work for both Mr. *** and Sun Solar. We take all our customer concerns seriously, and we want every customer to be satisfied with their solar and service we provide.   
  
  
  
  Sun Solar has installed the system to the full standards and have completed all that we can; the issue lies with the timing of the meter swap, and that is in the hands of the utility company. Sun Solar has no control over how or when the utility companies schedule these swaps. The system is installed and ready to work; it has been tested upon install and is in a functioning state and will not be turned on for daily use until the utility company finishes their meter change. 

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The complaint about the company is that they promised when we accepted the solar loan was that the solar panels will add value to our house. Which they do not add any value. They also put a UCC lien on our house. The only lien that was supposed to be used was against the solar panels. Now we are unable to sell our house due to the UCC lien and the fact that solar does not add value to a house. During the process we were lied too. We have respectfully offered for them to take the solar panels back due to these issues. We have requested a voluntary repossession of the solar panels. Sun solar has been giving us the round about saying they do not even own the solar panels and requested us to call our loan company which we did. But the loan company said they are not able to do anything they would just write it off and collect money from Sun solar. That is why we respectfully asked them to take the solar panels back. But they are refusing. They lied to us. All we want is the solar panels removed and given back. I understand if they attacked my credit. But also other customers need to know and understand what sun solar is doing.

  

  Business response

  10/15/2022

  With regard to solar panels not adding value to a home; this is based solely on the opinion of a realtor.  Our industry research and knowledge indicate they do, in fact, add value to a home. Experts estimate the average is a 4% increase in value. The Federal Government also supports these findings in multiple studies.
  
  This customer was sold solar by Sun Solar. The funding for this project was established via agreements between that finance company, and the customer. Said finance company then sold the loan to a third-party lender, which we have no control over. The  third-party lender attached a lien to protect their investment and to ensure they ultimately receive payment for the product.  Sun Solar has no control over this process.
  
  Sun Solar cannot remove the panels since customer owes a balance due to the financial obligation to the finance company.  The customer is asking us to do something that we legally cannot do. We have offered other solutions to the customer trying to resolve the issue and none have been accepted. We have done everything contractually we were obligated to do and have attempted to go above and beyond with our service. 
  
  

  Customer response

  10/17/2022

  Complaint: ********
  
  I am rejecting this response because: ***** ****** the operations manager said we could pay to have them removed and we feel thats more of extortion. The contract states the panels are what are supposed to secure the loan and have no attachment to the house. 

  
  
  
  
  Sincerely,
  
  ***** ****

  

  Business response

  10/19/2022

  ***** ******* Operations Manager, said to the customer - "You could pay to have them removed and re-installed at another location if the lender agreed to move the lien from current address to new address."

   

  This can only be resolved with the finance company to whom customer is paying; once again, Sun Solar has no control over this issue.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Unfortunately, my feelings in regards to Sun Solar have greatly depreciated. I used to highly recommend them as my sales team was fantastic, the installers were amazing and answered questions as I had them, and even customer service when I called in regards to what may be happening or not happening. Last year the box on the side of my house went out, and it was promptly replaced and I was reimbursed for overages. I never really had an issue until this August.Early August I received the highest electric bill I have had in this home (even pre-Solar) - so I called and spoke to ****** (Service Manager) and she informed me that she would have to talk to Solar Edge to perform a test that would take roughly 24 hours. She said she would call me back and let me know the results. I ended up having to call again as I never received a call back (not really an issue for me, because we are all busy). However on that next call as she kept telling me things about my utility bill (which wasn't my concern) I got frustrated and my voice probably/most likely got a little heated. I tried to keep my cool, and kept telling her that my concern was that my system isn't working. I really only wanted to know if the system was working properly or not. If it is working then the bill isn't a concern. However I cannot tell from either the app nor the box on the side of my house if the system is working. The app states it has no communication since January.****** then was rude to me, and told me to quit interrupting her as well as that I needed to change my tone. Was I upset? Sure. My $30,000 solar system may or may not work, and the company that is supposed to be able to tell me - cannot. I only kept interrupting because she was focused on my bill and not my system.Fast forward to mid-September I still do not know if my system works. I've sent numerous emails, called and left voice mails, and ******** messages. No response.

  

  Business response

  09/16/2022

  Our ****************** Director had communication with customer today around ******.  Customer seemed onboard with the explanation given, so not sure why the complaint has been filed. The Director himself has scheduled a date to go the customer's home next week.

  Customer response

  09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18035069.  While I am satisfied by the service I received from the Director, it took filing a complaint with BBB, a ****** review, ******** review, and a ******** message to get the contact information for the Director.  Until then my situation was not responded to by the service department and ****** did not handle her self professionally.  I do still think the company needs to review calls and I am hoping maybe she just had an off day, and that this is not a repeat offense by the service department.

  My system is now communicating, and was functional during the billing period in question.  Thank you ***** for taking good care of my concern!

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

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First I was told several times they would be here but that would cancel several times. Now the system in and the equipment is not supplying enough electric to off set the service from ****** UE. I have called several times back and forth with the Bank and then. Being sent several times. Now they tell me its operating correctly. And salesman should of not told me that system would offset electric company bill with this system. So now I do have just electric company bill but also the solar system bill. I also have had to hire a contractor to put the yard and driveway back to the way it was.

  

  Business response

  09/08/2022

  Our sales director has been in contact with customer to respond to the complaint.  Director has solar monitoring information at hand and will explain to the customer how system is producing what it was estimated to do, so it appears that the home is using more power.  

  Customer response

  09/09/2022

  Complaint: 17756907
  
  I am rejecting this response because:

  I have documentation that I will send to the BBB that shows billing from Ameren and how little the solar panels are working.
  
  
  
  Sincerely,
  
  *******************************

  Customer response

  09/21/2022

  I had electricians out here they checked everything out here. They also Saw the current sensing devices they put on here witch I requested just for this reason. They worked for me 1 month and they never repaired them. I going to purchase my own next month then they will have no way out of this problem. 

   I will get back to you after they are installed. 

  Thank You 

  *************************
  

  Customer response

  10/03/2022

  10/03/2022: ************ will not repair the system that is not working as it said it would, I want a refund. I will try to send the Ameren Bills that show that it is not working, I live in a rural area and it will be a week or so before I can get them to you.

  11/04/2022: Mediator sent an email to the consumer requesting an update.

  11/07/2022: [VM] They did contact me, but that is all they have done. Please feel free to call me back.

  11/11/2022: ************ called a week ago and said they would make it right, but I have not heard from them since then.

  11/15/2022: Mediator sent an email to the consumer requesting a copy of the electricians report. [CR] I can have them back out, but Sun Solar will be billed not myself its their responsibility not mine. Thank You 

  11/15/2022: Mediator sent an email to the consumer, informing them this case will close as answered.

  

  Business response

  10/13/2022

  10/13/2022: Mediator sent an email to the business requesting an update.

  10/14/2022: I thought this had been resolved with the customer and our ************ Director.  I have forwarded this message on to him and am waiting to hear back.  Will let you know.

  10/25/2022: Mediator sent an email to the business requesting an up date on how the company would like to proceed.

  10/26/2022: Our Operations director is in contact with ****************** to work out any issues that the customer may have with his system to his satisfaction.

  11/11/2022: I am out of the office until November 21st. Please reach out to ***** ************ for immediate assistance. [*****] We sent out 2 electricians on October 19th, we are continuing to address this complaint and make efforts to address the consumers concerns . We will provide an update soon.

  [VM] This is ************ and the sales director here at sun solar. I'm returning your call that you made to ****** are ****** regarding a complaint from ******* in and ****. I have been in contact with ************** regarding his situation and everything that we're showing is we're producing about what he we promised him to do so nine Express that to him. I sent him grass. I've sent him all kinds of things showing that but he's still stating that. There's no way that he is he could be using any more electricity he had a local electrician look at it. I took down the information I got from that I've given it to our excuse me.

*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. ↩