ComplaintsforSuntuity Solar, LLC

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello --- I am filing this complaint in order for Suntuity Solar to finish the job they started. Suntuity said they were going to finish installing solar in my home on Friday, July 8, 2022, but they did not complete the job. I am in the process of selling my home, but the house sale cannot close until the permits are closed. A permit was opened over a year and a half ago on 1/29/2021 to install solar.The permit number: HC-BTR-21-******* has been filed with Hillsborough County, *******.My father, **************************, started this process and has since become afflicted with dementia and is now in assisted living. He was told that he would be able to have solar connected to his house for free by the salesman, *************** at the Suntuity Office with the phone number: **********. The job actually cost $20,000.I contacted *************** in April by phone and after a series of delays gave me the manager of the project, ***************************** (at the same number). I've also spoken with someone named, *****, at the same office. Every time I called, I was told that people were in meetings and so I started emailing ****** who replied that she would have her team work on connecting the home to solar. Finally, she emailed that the home would be serviced on July 8 and that the permit would likely be closed July 15.A service worker did arrive on July 8 at the home, which has the address ***********************************************************************. But, the service was not completed and in my conversation with ***************************** this morning (July 11) she said that she would email me a timeline for when the project would be finished and the permit closed, but that email was never sent.The home is currently under contract for a new buyer, but cannot close until the permits are closed. So, it was suggested by my realtor to file a complaint with the BBB to move everything forward. ***** and avoidance and excuses are all I have dealt with since I have tried to resolve this issue going back to April. Please help.

  Business response

  07/12/2022

  *****,

   

  We appreciate the reach out as we are working hard to finish your installation. Since your father was non-responsive for some time, there were delays on the install. We are doing our best to wrap it up by 7/15 but it may get beyond that timeframe due to our installation crews being booked up with other jobs that were scheduled prior to your installation. We are doing our best to move things around and will be in touch this week with an updated timeline.

  Customer response

  07/12/2022

  
  Complaint: 17550283
  
  I am rejecting this response because:
  The response remains vague without a specific timeline other than might take longer

  The realtors selling my fathers house need concrete factual deadlines and dates for when the permits will be completed 

  While my fathers dementia resulted in some delays, I, on the other hand have been trying to move things along for 4 months and I am no further now than when I began this process 

  The sale of my fathers home hangs in the balance

  We need dates - not were working on it

  
  
  Regards,
  
  ***********************

  Business response

  08/18/2022

  *****,

   

  We are working with the Installation Provider in your area to get you scheduled as soon as possible. As we mentioned before, we have had staffing issues. We are working with Teco to get someone out before we can schedule you for inspections. They are also short staffed so are unable to schedule with us. We contact them daily and we will provide you an update as soon as we have one.

  Customer response

  08/18/2022

  
  Complaint: 17550283
  
  I am rejecting this response because:
  

  We have spoken with TECO and we have spoken with the **************************** Inspector and BOTH tell us that the solar permits must be completed before TECO can connect the solar. On the other hand, Suntuity claims that TECO is required for them to move forward. In short, SUNTUITY is lying and stalling and making up excuses and avoids almost all communication with us. We can't sell our home because the permits remain open and we have been feeling helpless for months now. These permits were opened over a year and half ago and we have been trying to get Suntuity to finish this job for almost 6 months. Yet, the job remains unfinished, the permits remain unclosed, and we are unable to sell our home because of their inaction. At this point, the only conclusion that makes any sense is that Suntuity is a SCAM! Please prove us wrong by finishing the job!
  
  
  Regards,
  
  ***********************

  Business response

  08/23/2022

  *****,

   

  We have TECO coming out at the end of September, that was the earliest date they could provide us. In order for final inspections to pass we need TECO to finish the work. If they do not finish the work, you will not obtain the *** because the inspections will fail without this work being completed first. I know ****** has been in touch about the date TECO will be onsite and we anticipate getting the inspections completed and *** in October after all of the work is completed.

  Customer response

  08/23/2022

  
  Complaint: 17550283
  
  I am rejecting this response because:
  
  The job remains unfinished. We have contacted TECO and they don't have any information or correspondence from Suntuity regarding the upcoming service. In fact, **** says that in order for them to work on our solar project, an enrollment process needs to be completed and the permits need to be closed. So, when Suntuity says that TECO will be completing its next step on September 23rd, we don't know what's going. We have asked ***************************** for the enrollment account number, but haven't received it. Rather, she replies with something along the lines of "I spoke with the guy in the town." And, when we ask which guy, she doesn't know. We are so tired of trying to get information from Suntuity that we've been forced to contact TECO and Hillsborough County Inspections directly. Often, those people have never even heard of Suntuity. We don't know if this project is half done or 3/4 done because Suntuity provides us with such little amount of clarity. We'll continue to reject Suntuity's responses until the project is completed. We've already lost 3 house offers because of the open permits and that has cost us several thousands of dollars. Suntuity's lack of transparency and urgency makes us want to scream!
  
  Regards,
  
  ***********************

  Business response

  08/25/2022

  *****,

  
  We have spoken with TECO again today, we have confirmed the work that needs to be completed on 9/23. Once that work is completed then we can submit for inspection. If we submit for inspection before then it will not pass and will delay the process even further. Thank you for your patience!

   

• Initial Complaint

  05/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company has been calling me to solicit work at least two times a day for over a month. I am constantly blocking the numbers but they keep calling. They will also call and not respond even though you can hear talking in the background. I have asked multiple times to be placed on a do not call list but obviously that is not happening.

  Business response

  05/21/2022

  ******,

   

  I apologize that we have been calling you even after you have blocked numbers, I have forwarded your information onto our IT team to make sure you are put on a DNC list ASAP. If you have any further questions or continue to get calls, please contact our VP of Customer Experience, *************************************, at ********************************************** so she can further assist you.

  Customer response

  05/23/2022

  
  Complaint: 17237003
  
  I am rejecting this response because: your company has called me again since your email stating I would not be called again about your solar. Someone called again on 5/23/22 at 1:30pm. 
  
  
  
  Regards,
  
  *****************************

  Business response

  05/24/2022

  ******,

   

  We have confirmed on our end that you have been put in a DNC list internally. Can you let us know if you get called again by emailing our VP of Customer Experience ************************************* at **********************************************.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sometime in February if 2021 Suntuity by their representative Wisdom Dunkor sold me the idea of solar and the long term benefits I agreed and the process started 1st I was told there was going to be a soft pull on me credit that turned out to be a hard pull I only found out afterwards when I asked him he said he was told it was going to be a soft pull. Sometime in April he came to me on a Saturday and said I was approved for the solar. There are 2 shaded trees in front on the property he said that would be removed and taken care by the company. He also called a gentleman from their partner company Sunova and connected me for the loan for the solar system. I went along with it I signed edocs. I made it very clear I do not want the system if the trees were not going to be removed cause that would defeat the purpose and it would not make sense. There would be no energy from the sun. Sometime in July the system was installed on my roof with the trees still there. I called Suntuity a million times only to be told that they were waiting on approval from the city of ******* to remove the trees. A tree company even came to look at the trees at one point. I have spoken with Suntuity sunova until I am tired. Sunova is billing me every month claiming that I got solar for a few months and then it was disconnected. I got nothing from the either company saying this was the case. Matter of fact when I talk to Suntuity they advise that it was not switched over. Now my credit score is ruined for late payment from Sunova. In April I reached out back to ***** of Suntuity and then the **************** came and cut 2 lower branches but the top branches still shades. The tree literally has 4 branches on it.The payment i have in an acct. this is a breach of contract and a way to trick customers to sign up and not perform. Larceny by a trick is what it is. Unethical. No one answers or return calls for the most part. No one has reached out since. I left messages

  Business response

  05/16/2022

  *****,

  We reached out to you today to go through your solar system. We understand the city owns the trees that you need to have cut down and we are unable to cut those trees down. Per the conversation you had with Caitlyne today, Sunnova is responsible for your payments and your credit report so you will have to contact Sunnova to help you with your payments, the system is now owned by Sunnova. We did notice your inverter isn't working, so if you can contact Sunnova with that issue they can issue a work order for you so you can fix the system you have. 

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed a contract on October 2020 at this date system is not been finished , not activated.18 month new house basically holding or showing a solar system on top not working for 1 1/2 years.

  Business response

  04/07/2022

  ******,

   

  Our VP of Customer Experience has reached out to you and will give you a call today. Unfortunately the inspection process is one that is out of our control and we are working hard with the city and the utility to **************. There were definitely miscommunications on our end which has caused some delays and we are willing to compensate you for those delays. *** will be in touch today and we look forward to speaking with you.

  Customer response

  04/08/2022

  
  Complaint: 16991483
  
  I am rejecting this response because: Waiting for 18 months and now the problem is the inspection ,of course is the inspection the project is not approved by the power company . in 18 moths we have been on the phone and emailed for at list 50 times with at list 10 different people with no positive result  in favor of the client . The only way I can be in peace and happy is not having business with Suntuity, I want the system remove. 
  
  
  
  Regards,
  
  *****************************

  Business response

  04/11/2022

  ******,

   

  I know you have been playing phone tag with our VP of Customer Experience, hopefully you can connect early this week. As we mentioned before, we have to coordinate with the city and the utility to get everything done correctly, and unfortunately that takes time and potentially modifications to the system. We will work with you to get this resolved as quickly as possible.

  Customer response

  04/21/2022

  
  Complaint: 16991483
  
  I am rejecting this response because:To whom it may concern,

  the last communication from April 11 by mistake wasn't responded to , my issue with suntuity is not resolved,stay the same , the company communicates with me but nothing is moving forward. I Would like to reopen the complaint please . 
  

  
  *****************************
  VPF Logistic
  8600 *********
  Ocala **. 34476
  ************

  
  
  
  
  Regards,
  
  *****************************

  Business response

  04/21/2022

  ******,

   

  ************************************* responded to your email on April 18th and again today trying to setup a call for next steps. We have agreed that we will add another disconnect, provide reimbursement to you for delays, and also clean you solar panels at no cost to you. Whenever you are ready please let her know when you are available for a call.

  Customer response

  04/22/2022

  [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
  
  , with the condition 60 days for activation of system.
  
  *****************************

• Initial Complaint

  04/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I requested information from Generac about their power cell for my home and they sent a sales person who eventually sold me the system. After a few months the system was installed and I've been having issues with it since then. I believe the system was installed and turned on back in January of 2021 or it could be before but I've been having issues since then. I've made several attempts to resolve this with ******************************** their partner with no success. Some of my panels don't generate electricity and I've made so many attempts to get them to fix it and still nothing. Now I'm home and this is the second time I'm without power and I can't get anyone to fix it. Please help me get out of this agreement because I cannot talk to anyone who is in charge because the reps keep saying they don't have managers so and they can't do anything to help. Please I'm begging you to help me I don't know what to do. I have no power in parts of my home.

  Business response

  04/06/2022

  We are reaching out to Generac about the issue and will work to resolve it for you. Caitlyne has been your main POC from our side and we will do what we can to ensure we get this rectified.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company "sold" a lease for solar to my parents. The lease was through *************** The representative was communicating with my mother about the contract and terms but the lease was solely in my fathers name. I have proof that the docusign was signed through my mothers email and the email communications between the representative and my mother. Both my parents are passed now and my mother passed due to suicide and was not mentally stable for some time before that happened unfortunately. Now that I have inherited the home I have become aware of this contractual issue through my fight with Sunnova who is now extorting me for nearly 32k for the remaining payments on the solar system that doesnt even make enough energy to offset the cost of the lease! I feel as though this whole thing was a scam against the elderly and wish I would have known about the details before my parents made any decisions but I was not privy to the information at that time. I didnt see the contract until after my parents passed. Now Sunnova is forcing me to sign a contract or cough up 32 I dont have basically all under duress in fear of losing my home my family lives in.

  Business response

  04/06/2022

  *********,

  Thank you for reaching out. Unfortunately, Sunnova owns this system and you will have to contact them for support since this product has been in service for quite some time.

  
  Best Regards,

  Suntuity **************** Team

• Initial Complaint

  03/30/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I engaged with Suntuity in late 2020 for a PPA solar install, which included a roof replacement. I rejected an initial contract with escalator as too expensive. ***y then offered a fixed rate contract which I signed on 11/25/20. In mid-Dec., I received a contract amendment with a higher fixed rate, but no advanced warning or explanation. I contacted my sales rep, and he said some extra work was required for the roofing work. ***y planned to send a roofer out to confirm the roofing cost, so I waited to sign. On 1/22/21, while at town hall, I ended up paying $406 for the solar permit. On 2/12/21, Suntuity called me and said they tried to pay the town for the permit, but their payment had bounced. ***y asked me to text a receipt, which I did, so they could reimburse me. My sales rep confirmed via text I would be reimbursed. I signed the contract amendment on 3/10/2021. Two days later, on 3/12/21, I received another amendment with no explanation. This one totally changed the terms from a fixed price to an even more expensive rate escalator contract (the type of contract I had rejected up front). When queried, my sales rep indicated the fixed price was no longer viable for Suntuity. He said the reimbursement would not be paid unless I signed the new amendment. This felt like a bait and switch, so I rejected the amendment on 3/17/20. I was then offered a contract for a full solar system purchase but had no interest. On 6/16/21, Suntuity canceled the original contract. On 9/24/21, I reached out to Suntuity, talked to a customer service (**) rep and discussed the reimbursement. I emailed him documentation, including the receipt and the text exchanges with the sales rep. *** ** rep said he would get back to me in a few days, but never did. Between Oct. 2021 and Jan. 2022, I spoke to the ** rep twice more, sent follow-up emails, and left many messages, but he never got back to me with any meaningful status. Suntuity owes me $406 for permit since they cancelled the contract.

  Business response

  03/31/2022

  I apologize for the delay in payment, this was a miss on our end. I know ****** spoke to you today and we are going to rush the check to you and we will call you on Monday to follow-up. We will get this resolved for you as soon as possible.

  Customer response

  04/08/2022

  [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 Suntuity in reference to complaint ID ******** and find that this resolution is satisfactory to me.  After submission of my complaint to the BBB, Suntuity reached out and then sent me a refund for the full amount of the permit cost.
  
  Regards,
  
  *****************************

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Solar panels were installed on 3/29/22. During the process my wife noticed the lights flickering and power going on and off. The install techs said that shouldnt be happening but didnt look into it. When they were finished I discovered my microwave, oven, furnace and one kitchen light all did not work. Power was going to all appliances but the appliances themselves were dead. The technicians tried to trouble shoot but were consistent on the fact that it was not a result of their wrong doing when it was clear that some part of the homes electrical system was shorted and completely destroyed the appliances. My family and I were left with no heat on a night of 23 degrees and no response from anyone from the company management and on our own to find somewhere else to stay out of fear of a fire occurring.

  Business response

  03/30/2022

  ****,

   

  Thank you for your feedback. I know my team has reached out and we have someone coming out on Friday to review. As they discussed with you, we did not perform any electrical work when we were onsite last, but we will make sure everything is inspected for you on Friday.

  Customer response

  03/30/2022

  
  Complaint: 16961936
  
  I am rejecting this response because: technicians were definitely at fault for the power surge. The thermostat to my furnace was working until the they continued to cycle power on and off to the main circuit panel of the house and the thermostat completely lost power and died from that. Clear example that the install has been a direct factor in destroying appliances. Technicians were notified that power was going on and off during install and they did not look into it. JCP&L has confirmed there was no surge on there end. My house has been left unlivable from this install. 
  
  
  
  Regards,
  
  *********************

  Business response

  03/31/2022

  We are sending the technician out this week to review everything and we will ensure everything is working as it should before we leave. If there are any issues to escalate after our team comes onsite we can do that. **************** will be in touch as soon as we get feedback from our onsite technician.

  Customer response

  04/04/2022

  
  Complaint: 16961936
  
  I am rejecting this response because:
  
  I have had the head electrician from this company to my house and even he himself that the issues we are experience could definitely be from fault on the companies a fault that he was ordering a part to see if he could fix the stove. Now I have ****** calling my wife saying that she never heard about this that everything is our fault and that we had problems prior and its still on the power company to fix everything. How does she know this? She doesnt know anything even after I have told her a hundred times I have never had electrical problems until your company was on site doing the install. So dont sit here and say I have had problems prior when that was never mentioned and I dont know where she gets her information from. JCPL themselves even stated there was no problems on there end and I have proof of a service ticket for that. Now ****** wont call me back, your company is still leaving my family with no means of cooking in our house. Your poor customer service relations are leading to loosing a contract because this is absurd. I want to know how one electrician came come out and explain to me everything wrong that that he was leading his management know but yet know one knows anything. Someone from higher ** in this company needs to contact me or my wife because I am tired of waiting on ****** who thinks she knows everything
  
  Regards,
  
  *********************

  Business response

  04/06/2022

  *****,

   

  We are working internally on solving the problem and have sent a technician out to review the home. Everything appeared to be in working order except the riser (not our product) looks like it could use replacing. Once our Operations team is able to review your case we will circle back to you.

  Customer response

  04/06/2022

  
  Complaint: 16961936
  
  I am rejecting this response because:
  
  No one has been in touch with me or my wife despite multiple calls and voicemails we left. The technician straight up told us Friday that the situation could have been due to the work with the panels being done but now your office says the complete opposite and that he never said anything like that. He even told us someone would be in touch to discuss reimbursement for damages and the fact that the meter and primary wire should have been addressed by your company prior to any work and reccomended any upgrades before working. And he even stated that the breaker outside in the box they were working in was loose and could have arced during install and that should have been noticed also. There is absolutely no way you can even consider finishing this job if I cant even live in my home now due to an issue your install technicians caused. Id like an explanation on why ****** told my wife that we had problems prior to this in our home because that was never ever an issue and who is she to say that when even my own electrician and power company confirmed that there hasnt been any other issues prior until this occurred during install. Going on 5 days now with out any contact from anyone form your business. 

  
  Regards,
  
  *********************

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company's agents who offer Solar Services have repeatedly called and harassed me. Each time they call, they use a different phone number. I've asked them several times to remove my phone number, but they won't. They are spam calling people.

  Business response

  03/23/2022

  Alec,

   

  I am very sorry about your experience with Suntuity. When I tried looking you up in our CRM I could not find you based on our name, so that *** mean your information has already been removed. Just to be safe please email me, ************************* the ** of Customer Experience at **************************************** so I can get your email and phone number to make sure I am removing you all together. Again, I am very sorry about your experience.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was going through Suntuity Solar LLC for a solar panel installation project. Before signing the project, i was assured by my sales rep that the process would be simple, there would be someone to help me through every step of the way and the process has been anything but. They have no showed for multiple appointments, given me misinformation, and in many cases, no information at all regarding the installation. They finally came out on 01/12/2022 for what was supposed to have been a two day installation. They left the next day without completing the job and I did not get a clear explanation on what was happening next. The gentleman that was doing the installation said that someone would be calling me, but no one ever did. I called Suntuity several times over the next week to find out information on what was going on. No one could ever tell me anything. No one ever called me back. No one ever scheduled a completion. It seemed to me that they had abandoned the job. So, about eight days later I began researching other solar panel companies and i sent Suntuity an email letting them know that I no longer wanted to do business with them. Someone finally called me back the next afternoon to schedule the completion. And they acted like everything was smooth sailing and the person i spoke with didnt even acknowledge the fact that i had sent the email essentially firing them because they did not uphold their end of the contract. So i declined to schedule because I do not want to do business with them any longer. I spoke with another person a day or so later and she told me that because i signed a contract in September so there is nothing I can do. I assure you, this is not what I signed up for. I have a few emails that better explains what happened (however I am unable to attach them here but i can forward them to you). They finally offered me an apology and $300 as consolation, which is nothing compared to the stress and angst they have caused.

  Business response

  01/28/2022

  ******,

   

  First off, I am very sorry for the experience you had with Suntuity, unfortunately the person you were contacting was out of office due to COVID so that is part of the reason your calls and emails went unanswered. When we finally got you routed to the right department and you talked to our Concierge Manager ******* she was able to inform you the installation provider in your area had COVID and was not able to go back out until 1/21/22, which I understand is an inconvenience. ****** should be your primary point of contact moving forward so we can complete your installation in a timely manner. We are processing the $300 on our end as a gesture of goodwill due to the communication errors on our end. Our goal is to get you on the schedule as quick as possible, so please let us know when you would like to complete that installation. If you would like to cancel, we can do that; however, per your contract you are responsible for all costs Suntuity has incurred to date, and considering we are at the point of installation partially complete it would be the full cost of your contract you would be responsible for at this time. Please reach out directly to our VP of Customer Experience, *************************, at **************************************** if you have any other questions or concerns at this time.

  Customer response

  01/31/2022

  
  Complaint: 16683500
  
  I am rejecting this response because:

   

  This is a bogus response.  I talked to several people in between the time installation people left and I sent the cancellation email and not once did anyone mention COVID and that was about 8 days later.  Does me signing a contract give you the right to completely disregard professionalism and common courtesy?  And again, that wasnt the first or second time that you did that.  When a customer service manager finally called me back, she said that the electrician had COVID and he couldnt safely return to the property.  Again, this was about 8 days later.  Thats definitely job abandonment because through all of the reaching out I did, and I even called different numbers, not one single person told me anything.  And I spoke to several people so not everyone was afflicted with COVID.  Its obvious that you are using your power as a company to stonewall me and you must know that that is not right.  This is over  a $60,000 project and I would expect you to treat it as such.  And the $300 gesture doesnt even cover me missing out on work for the days that they no showed, or the additional two days that I had to be here for the two day install that they didnt complete.  Where is your accountability? And why havent you held up your end of the contract?  

  
  
  
  
  Regards,
  
  ***************************

  Business response

  02/02/2022

  ******,

  While I understand your concern, the person you were trying to call was out of the office due to COVID. When you finally sent in your email it went to the right department, we were not trying to avoid you, we simply didn't know that you were calling in since you were calling a direct line. I know ******* our Concierge Manager, has been in touch and she has not heard back from you on our requests to reschedule or the offer of $300 which we did process on our end. If you would like to come to further resolution we are happy to work with you to see what other things we can do; however, cancellation is not an option at this point without paying for the system in full. Again, we want to get this done for you and we hope we can work with you on an amicable resolution.

*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. ↩