ComplaintsforSuntuity Solar, LLC
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Complaint Details
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Initial Complaint
12/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This all started in June when we agreed to the contract for solar panels. We were under the assumption that we would have switched to solar with in a month or so .it is now 7months in and now we are on hold. Due to suntuity not paying there subcontractors. This is how we got to this point .... about 3 or 4 months in we had to call them to see what the hold up was. told waiting on permits.then we asked the sales agent and was told that company ( not shure who ) dropped the ball and no one called to have trees taken down ( including in contract ).or contactto have panels installed. Agent set this up on his own . I think he contacted subcontractors for the panels to be installed also . No moving on to November the panels finally installed. after a reschedule that they made .the panels were supposed to be inspected 10 days after installation but that did not happen. we called to see when they would be inspecting the job and switching over to solar. Subcontractor informed us that all jobs from this company were on hold and sorry for inconvenience. I asked when would you be turning them on . Was told " when suntuity pays monies owed to us" .$00000000 Called main company and was told that they have no idea . "Trying to find out from upermanagment " now they will not talk to me . 7 months still no switch over to solar. Have not paid anything yet and will not until power is switched over to solar. Trees are down and panels are up . They need to pay there subcontractors. And not leave us in limbo . How many other consumers are being treated like this. Thank youBusiness response
01/06/2023
******,
We are sorry for the delays in your project. I understand that our team reached out to you to inform you that we will have your inspection scheduled in about 2 weeks. We will also be compensating you for three months of your solar payments. If you have any further questions please don't hesitate to reach out to us at ************************************.
Suntuity Customer Experience Team
Customer response
01/17/2023
Yes they did tell me that. But we are still waiting. we were told that we have to start making payments soon even if it is still not producing energy.
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.
Regards,
*************************Initial Complaint
12/19/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Signed a contract with Suntuity Solar in August 2022, to date the company failed to install a single panel despite of numerous attempts by several different teams starting around middle of November.They made damages to my roof and siding and refused to repair the damages or refunds the funds paid.Part of the amount I paid came from a ***** I received from federal government.Business response
12/20/2022
****,
We apologize for the experience you have had. When our team first arrived to install the panels you expressed that you did not want the roof to be penetrated in order to install the panels. Due to this we had to re-plan the engineering design for your project and order new materials in order to avoid penetrating the roof. The new design for your system has been received by our Install Manager and the team is working hard to get the new materials needed. After this we can schedule another install date. If you have any further questions don't hesitate to reach out to us at ************************************.
Suntuity Customer Experience Team
Initial Complaint
12/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Suntuity Group calls my house phone no less than four times daily at all hours for the last three months, despite my house phone being registered on the Do Not Call list every year. A message has never been left by this company, nor have i ever given them my personal information. I assume phone calls are meant for sales and advertising purposes. Each time, I block the numbers from which they call It is relentless, abusive, disruptive, and horribly invasive and annoying. The calls come from different numbers, which I have blocked, but they continue to come. How is this possibly legal.Business response
12/09/2022
*****,
Thank you for letting us know you don't want calls from Suntuity. We are not subject to the national do not call registry. I have passed along your information to our *********** Manager and they will be adding you to the DO Not Call list immediately. If you have any further questions please feel free to contact us at ************************************.
Suntuity Customer Experience Team
Customer response
12/09/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***********************Initial Complaint
11/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a home in January 2021 with existing solar panels installed through the "Empire Solar Group" (license #********** that were installed in August 2019. These panels (less than 4 years old) are no longer functioning. I'm attempting to get them serviced appropriately and return them to full functionality.This in mind, "Empire Solar Group" was acquired by "Suntuity Solar" at the end of 2021. With this acquisition, "Suntuity Solar" assumed all existing "Empire Solar Group" clients and projects.To address the needed maintenance/inspection for functionality, I began reaching out to Suntuity for service. This began a pattern of contacting the Suntuity call center, being transferred to another call center that redirected to a voicemail. This in mind I'll provide an outline below of my call log with Suntuity: ************** and ************** - 8/29 @ 1:29 pm MT - Called and was transferred to a voicemail that stated I needed to call back during business hours (9am - 9pm EST) or leave a voicemail. Accordingly I left a voicemail even though I called during business hours.- 9/2 @ 10:11 am MT Called and was transferred to a voicemail that stated I needed to call back during business hours (9am - 9pm EST) or leave a voicemail. Accordingly I left a voicemail even though I called during business hours.- 9/9 @ 12:07 pm MT Called and was transferred to a voicemail that stated I needed to call back during business hours (9am - 9pm EST) or leave a voicemail. Accordingly I left a voicemail even though I called during business hours.- 9/23 @ 9:20 am MT Called and asked to be transferred to a manager. Instead I was transferred to a voicemail that stated I needed to call back during business hours (9am - 9pm EST) or leave a voicemail. Accordingly I left a voicemail even though I called during business hours.- Same pattern as above was repeated without success or reply on: 10/11, 10/12, 10/21, 11/1, 11/7.- Also emailed ********************************* without success or reply.Business response
11/09/2022
******,
I understand that you spoke with our team and we explained that we did not take on all Empire projects. Please refer to the Empire Bankruptcy Website we provided for next steps.
Suntuity Customer Experience Team
Initial Complaint
10/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Suntuity Group calls my cell phone no less than four times daily for the last three months, despite my cell phone being registered on the Do Not Call list every year. A message has never been left by this company, nor have i ever given them my personal information. I assume phone calls are meant for sales and advertising purposes. Each time, I block the numbers from which they call It is relentless, abusive, disruptive, and horribly invasive and annoying. How is this possibly legal.Business response
10/18/2022
Thank you for letting us know that you no longer want calls from Suntuity about our solar offerings. You did request information from us when you submitted a form fill, so we were responding to that request so the national do not call registry does not apply here when you have requested information from us. Unfortunately, without you letting us know to be removed from our do not call list we would continue to reach out until we can connect with you. I have forwarded your information over to our *********** Manager who will be removing the number associated with this BBB complaint to our DNC list. Please email ************************************ if you have any other questions or concerns or phone numbers you would like to remove.
Suntuity Customer Experience Team
Initial Complaint
10/02/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
We hired Suntuity to install solar panels in our home. We paid cash for the job with 4 payments triggered by construction results. We have already paid them 3 of the 4 payments and are currently holding back the 4th payment until they address our issue. The initial installation was done very well, and we are happy with this part of the job. Our issue is that after installation of the panels the ******* closed out the job. Several weeks later I'd become so frustrated I call Suntuity HQ in **********. All I got was the runaround and never a solution to complete the job and get my solar system inspected and integrated with the local utility company. Finally, after weeks of no action and frustration I took over the job and completed it myself. I became the ******* and coordinated county inspections, electrical installation, and integration with the utility company. Suntuity finally reach out and I explained what had happen and wanted compensation from the company for getting the job complete. Suntuity representatives agreed that I was owned compensation. We have had multiply conversation, but Suntuity refuses to talk with me or negotiate a fair compensation for me taking over and finishing their job. Thier accounting department call the week of 26 Sept 22 and asked if I had received the final bill for $5,280. They called because prior bills were all paid within a day, and it was uncharacteristic that this bill had not been paid. I explained the issue and the willingness of Suntuity to pay me compensation. I also told accounting that I will withhold finial payment until this issue is resolved. Thier representative make notes of the issue and agreed I should not pay them until it is resolved. Have never heard back from any company representative to solve this issue. I'm asking for BBB help because I don't want this to go to collections. I pay my bills and want to pay this final bill! I want Suntuity to contact me via a phone call or in person so we can resolve this issue.Business response
10/05/2022
*****,
We appreciate you reaching out to us. I know you spoke with ******** yesterday who was able to pass along your concerns to our VP of Customer Experience as well as senior leadership in Operations today. Your experience is one we certainly do not want any of our customers to have. The team is looking into your project and will respond back early next week with a solution as well as a partial refund for all of the work you have done to get your project over the finish line.
Suntuity Customer Experience Team
Initial Complaint
10/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This promised to come and finish my roof, and nobody comes. I have called no one answer my callBusiness response
10/04/2022
I am very sorry for the issues you have experienced, I know ******* reached out to you today because no one showed up for your service appointment on 9/20/22. We are working with our service team to get you back on the schedule. Can you please provide the phone number you were calling so we can make sure you have the right phone number moving forward?
Thank you,
Suntuity Customer Experience Team
Initial Complaint
08/29/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
solar panels were removed on 12/29/2021 in order to install a new roof. Suntuity was contacted on 13/31/2021 to reinstall the solar panels. I have repeatedly called them starting Dec 29 (4 times), Jan 12, Then June 14, 22, 23, 30 and July 12. Every time they said that they were submitting the work order and that someone would be in contact with me to set up an appointment for reinstallation. So far not a word from them.Business response
09/02/2022
I am sorry for the delay on our end, since this is a large job we need a full installation crew. We have you scheduled for 9/26/22 and we will get this resolved for you as soon as possible.
Customer response
09/02/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
********************Initial Complaint
08/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My solar contract was purchased by Suntuity. We signed a new contract with them in January of 2022. I was assured my solar payments would not begin until the project was completed. Its now august. No work has been completed and I have been making solar payments on panels that are not functional since March of 2022. They promised to make my payments until the project was completed. They made two payments then stopped. They keep telling me they mail the checks out but they keep getting lost in the mail. They refuse to assist or even let me know updates on my project. They have no timeline for completion. In the meantime, Im paying for solar AND my regular electrical bill with no sign of the work being completed in the near future.Business response
08/17/2022
Thank you for reaching out. We understand that you are getting your home site-surveyed again and in the meantime we are still processing payments on our end. I have followed up with our **************** Manager, ******, who will work with Accounting to ensure that these payments get sent out this Friday, we apologize for the delay. Please email ************************************ if you need to speak to our VP of Customer Experience further about your issue, she is happy to speak with you directly.Initial Complaint
08/02/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
We signed the contract to have solar panels installed by Suntuity Solar, LLC mid 2021. We have had our roof replaced and 2 trees removed. The panels were installed om 11/5/2021. The system is still not connected! We have missed out on savings for 8 months and pushed our contract end date out almost a full year! At this point, If I could have the panels remove and the contract canceled I would!Business response
08/04/2022
******,
We are sorry for the delays you have experienced with your project. We have unfortunately had resourcing issues in your area and are working with a partner to come and finish the project. Once we have an ETA Caitlyne will reach back out to you and we will also make sure to compensate your for the delays on your project as well. Caitlyne will discuss that with you as soon as we are able to resolve the issues on our end.
Thank you,
Suntuity Customer Experience Team
Customer response
08/04/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***************************
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Customer Complaints Summary
211 total complaints in the last 3 years.
119 complaints closed in the last 12 months.