ComplaintsforSuntuity Solar, LLC

• Initial Complaint

  01/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for solar panel installation back in June 2021. The sales rep guaranteed that they will cover 100% of my electric **** or they would cover the cost of the difference.I waited months for the panels to actually be installed and another few months for them to be activated on December 11th 2021. they had me download an app to track the output of the panels . the app looked great and said I was producing more electricity than I was using. That was not reflecting on my **** though so I called my electric company and they informed me that the solar panels were not producing much, (about 2kwh) the contract states if they produce less than 10kwh you can terminate the contract. i tried to call over the phone and terminate.. I was told to wait a month. I waited a month and my electric **** was the same. I( contacted Suntuity and asked to terminate my contract again because I am not satisfied. They informed me that i had to do that within 7 days of activating. I informed them that I would take further action and i was told that they would have someone call me to set up an appointment to fix the panels.. I have not received a call.I still want to terminate my contract because now I have to pay my full electric **** and 24K for defective solar panels.this company has been hard to deal with and are very unresponsive. I can upload documentation in the future if needed. Im just wondering if its too late to do anything because they forced me to wait past the 7 days. Also the app did an update after 7 days and now it shows that its only producing 2kwh and not 14kwh so its pretty deceptive

  Business response

  01/21/2022

  Lazerath,

   

  Thank you for contacting us and I am sorry for the miscommunication around your solar energy. Our contract does have a 7 day cancellation clause from the date of signature and we understand that this is not what the sales representative told you. I know you have heard from Caitlyne today who explained the process of solar and we will be working on getting someone out to confirm you are producing properly. Additionally we will be taking care of your electric bills for December and January until we can confirm your solar system is installed properly. Caitlyne will be in touch with the refund process when she gets a copy of your bills and she will also work on getting someone scheduled to review the installation and ensure there are no issues as soon as possible.

  Customer response

  02/01/2022

  
  Complaint: 16487195
  
  I am rejecting this response because: 

  Suntuity has responded and offered to pay December and January electric **** for now, Im still skeptical if the solar panels will work or not since it hasnt made any impact on my electric **** yet. 

  The company wants me to wait a few months to see if it gets better. They claim it will. 

  
  

  I originally wanted to terminate my contract but I assume the company doesnt want to lose a customer so they are doing what they can to not have to take the panels back. According to Suntuity the installer sunnova is responsible for giving me a credit at the end of the year for the amount that the solar panels didnt produce for the year. It is 100% production guarantee, I contacted sunnova before I contacted Suntuity about the issue and sunnova passed it off onto Suntuity. They claimed they are not responsible for anything and its all Suntuity problem. Suntuity told me its normally supposed to be sunnovas problem but they are crediting me for 2 months. 

  Im not sure how soon we will find out if they actually work or not. The company claims they do but my electric company says its very minimal if anything. The sales rep talked big, I didnt believe it but when they made the 100% production guarantee I went for it because every single other solar panel company said There is not enough space on my roof and  was no way they produce enough to cover my whole electric ****. 

  As long as sunnova cuts me a check next year for a few thousand dollars for under producing then it shouldnt be a problem. But I dont want to pay 24k dollars for having something on my house that is useless. 

  Thank you so much. 

  
  
  
  
  Regards,
  
  Lazerath Yakimo

  Business response

  02/01/2022

  Lazereth,

  Unfortunately per your conversation with our VP of Customer Experience there is no cancellation after install per your contract. You only have 7 days to cancel after signing and by now everything has been installed. The winter months you are expending more energy than you are producing. We are covering your December and January bills as a gesture of goodwill and are working with you on changing your start date to March 1st so you have extra solar saved up by the time next winter comes around. You have not provided proof that your electric company is saying it is barely producing and everything on our end and Sunnova's end looks like the system is producing as expected.

   

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am *********** from the other comment. I wasn't able to comment on Suntuity's response. Let me reiterate my statement. DO NO USE THEM EVER. Again, my panels were supposed to be installed October 8th. The scheduled and cancelled (at the last minute) 3 times. It is currently 12/10/21. You can't get anyone besides a customer service person on the phone. There is no one to escalate to. They will keep giving you excuse after excuse as to why they can't get them installed, or why there's a delay etc. Basically its all a bunch of BS. A guy FINALLY came out yesterday to do the install, he was here for 7 hours and all he got done was to attach 8 small pieces of wood onto my roof. (1 guy....not a team of installers) He was supposed to be back 3 hours ago to start work for today and never showed up and didn't respond to text messages. I am at a total loss for what to do at this point. I wanted them done this year so I could get my tax refund, however now I'm thinking I should just get another company to do it next year. Someone that will do it right and when promised. I can't even imagine if I have any issues with these and need service. Not sure how a company can be so unethical, unreliable and completely mislead customers like they do. It's appalling. Wondering at what point I get the authorities involved in what seems like a total scam.

  Business response

  12/14/2021

  Jenn,

   

  We are sorry for the delay and the miscommunication. They company was scheduled yesterday and should have had everything completed. My contact information is ********************************************** and I am the ** of Customer Experience. I want you to know I am looking into how the communication was handled and where the disconnect was. Feel free to contact me directly if you have any other issues as well.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Suntuity assumed all accounts of Empire Solar Group (defunct as of August 2021), but failed to contact any of the customers I have telephoned numerous times only to be bounced around to the loan department (I dont have a loan) and bounced back. I have not received any return call from ****** I have immediate need of service on my solar system and cant get past their inept customer service. I am facing having to pay over $6500 to have another provider service the panels that should be covered u Der my contract with Empire/Suntuity. I do t have any more time to waste making fruitless phone calls

  Business response

  11/08/2021

  ******,

  I am very sorry you had a bad experience with Suntuity customer service. Unfortunately, it was only on October 20, 2021 he Bankruptcy Court for the District of ***** **************** approved the sale of certain assets of ****** Solar Group, including project assets, without existing liabilities to Suntuity Solar LLC. The courts ruling gives Suntuity the exclusive right to work with certain former ****** Solar customers for the benefit of customers, the ****** estate and its creditors. If you had called prior to then, our team was not setup to support you until the ruling was decided. Since you mentioned you are not financing your solar panels, the best point of contact for you since you have a system in service is the Trustees. You can contact them here: https://empiresolarbankruptcy.com/

  We are offering all former ****** customers that qualify free monitoring on their solar systems through a partner of ours. If you are interested in that service please contact a Suntuity representative via a dedicated customer service hotline at ************ or through email at ****************************************. 
  
  

  Thank you,

  Suntiity Customer Experience Team

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 10th of this year Suntuity installed ************* cell and wired in Solar Panels. After that I had problems getting my garage door to open. I called them and came back and changed the wiring to the door motor. I still had problems so I called them multiple times until they sent a garage door company to inspect it. The technician found all the resisters were burned up as well as the starter. The tech told me the only way that could happen is if the house took a direct lighting strike or a power surge. I did not have a lighting strike. The only way for this to is a power surge when they hooked up the power cell. I have called so many times now that they put me on endless hold and then hang up one me.The other problem is output. I was told that I wound not have a ********** **** for electricity. Unfortunately I have had a small electricity **** every month until July when I had a full electric ****. ************** said they were handling all problems . I called and no result

  Business response

  09/01/2021

  Dear **************:
  
  *** Ballaccomo reached out to you and after conversing both parties agreed to a credit back for the $187.00 you paid for the garage motor repair. Sunnova paid for the $68.00 service call. 
  
  
  Our Field Operations Manager is creating a Dispatch Ticket to get a tech out to your home to fix the issues with the solar system. Please let us know if we can be of any further assistance. 

   

  Sincerely, Team Suntuity.

  Customer response

  11/02/2021

  
  Complaint: ********
  
  I am rejecting this response because:Hey ********* my name is ************************* and my complaint # is ********. After I filed my complaint I was contacted by the company they said my complaint would be resolved so I took there answer that the problem would be resolved. I have been in touch with them many times and have been given many empty promises. My system still does not function and the damage reimbursement has been given.
  
  
  
  
  Regards,
  
  *************************

  Business response

  12/02/2021

  *******,

  
  I know Caitlyne reached out to you yesterday and let you know we are waiting on the shipment of clips for the Generac system, there have been some delays. We are also working on getting you compensation for your time and these delays. We appreciate your patience and I can assure you you are in great hands with Caitlyne.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Suntuity Solar to install solar panels for me. Suntuity was also responsible to replace the roof and remove a tree. During the removal of the tree my patio was damaged. Suntuity ensured me that they will fix the patio. The gentlemen, who removed the tree, came back, took pictures, and took samples of the patio for matching. Suntuity later told me that they will not be able to fix the patio because the work was too laboring and that it would be better if I had it fixed and charged them. I fixed the patio and the cost was $985.00. I contacted the company multiple times and I was told that their liability insurance sent me a check in July, which I did not receive. They told me that the check will be re-issued sometime in the beginning of August. I still have not received the check. I believe that the company is trying to take advantage of me because they believe that I do not have the resources to fight back and get reimbursed for the damage they caused.

  Business response

  09/29/2021

  The reimbursement check has been sent via **** to the customer. Our director of customer service has spoken to the customer and resolved the issue with them directly.

• Initial Complaint

  08/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March on 2021 Suntuity started the install process for our solar panels. The team sent to do the install was a novice team, they took 3 times longer than was expected, they left trash all over the roof and property. They urinated in my front yard. They left foot+ long wires in my grass. That install failed inspection miserably. Every panel had to be taken down and redone. It then failed more than 4 times, before being cleared. Since then we are still waiting to go “live” I’ve been directly lied to, they refuse to call me back, have avoided emails from me for 2 months. I have begged someone to get back to me and to give me truthful details of what’s going on. They refuse to communicate with me. I have dates and proof if you need, there’s not enough room to put it all in here. It is now august and we still have not gone live with solar.

  Business response

  08/09/2021

  Dear Ms. **********:

  
  We hear your concerns and understand your frustration. We have escalated your complaint to our Director of Customer Service and our Director of Field Operations so that they can personally address your concerns.

  Going forward we welcome you to provide further feedback by reaching out to our Concierge Team at ……. Especially to hear how we did in resolving this. We value any and all feedback so that we know what our teams are doing right and what we can work to improve on. Thank you for your patience, we hope to resolve these issues swiftly.

  
  Sincerely,
  Team Suntuity

*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. ↩