ComplaintsforSun Solar

• 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. ↩