ComplaintsforSunsplash Solar

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have received no response to multiple phone calls about repairing a leak in solar system on roof of my home in ******, AZ. I have now also learned that the ****************** Solar valve is not functioning properly, which is likely to cause damage to the pool system. (The valve rotation is inconsistent and does not always stop at the proper position.) The address of the home is *************************, ******, *********. The system was installed two years ago and has a 12 Year full factory warranty. I have left to go to ************* for the summer, but need to have the company arrange to have both of these issues repaired immediately. I need to know when the work is scheduled and when it has been completed. Thank you.

  

  Business response

  08/27/2022

  Business Response /* (1000, 12, 2022/06/29) */ **** ****** was contacted today to coordinate a new service date. My mobile number was provided for **** to have direct access for communications. Consumer Response /* (2000, 14, 2022/07/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) They corrected both issues and handled it under warranty.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a ******** solar pool heating system two years ago. It has a leak which is covered by the warranty. I have called and been sent to voicemail multiple times. I have submitted multiple requests on their online form for repair. I have been doing this for three weeks now and have not received a call back, a text, or even an email. They are quick to sell you the system but this is the first time I've ever tried to contact them for a repair and i can't even get a reply. Please help.

  

  Business response

  08/20/2022

  Business Response /* (1000, 5, 2022/05/06) */ Absolutely, we will contact Mr. ****** today and coordinated the warranty repair. Thank You! Consumer Response /* (2000, 7, 2022/05/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company promptly responded and have set up the appointment for the repair.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******** West installed pool solar on our home on 11/10/21. Pool/Spa function control unit would not turn on so we could not use the pool solar system. We signed a contract to have a new unit installed. We paid a $1,500 deposit on 11/10/21. On 11/29/21 we called ******** to see if they had the unit in stock. Adrianna, who answered, said they didn't have one in stock so we told them we were going to cancel. Within an hour Adrianna called to say they found one in California. ******** scheduled installation for 12/3/21. Installers never came. On 12/6/21 we called to see why they didn't come and demanded our deposit back. Asked again if they had the part and was told that they did. Install rescheduled for 12/21/21. Again a no-show. We called ******** again and spoke to Adrianna and demanded our deposit back again. She said we would have to wait until 1/3/22 when the co-owner, Melody Dancer, returned from vacation. We called on 1/3/22, spoke to Adrianna who said the deposit return was approved and a check would be issued. In the meantime we had our local pool company install the correct control unit. They installed an 8-station pool controller which was needed for all of he functions we have on our pool/spa. Back to *********: no communication throughout January 2022 and no deposit returned. Called ******** on 2/2/22. Spoke to Bruno and explained the whole issue. He said he would speak to Melody, who was "out" to see if she would approve return of deposit. We explained there should be no "deciding" whether or not to send us a check. We gave them a deposit for a unit to be installed. Plus they were going to install the wrong part, a 4-function unit that wouldn't accommodate our pool. According to their installer, Joe, they never had the part at all: supply issues. They never installed anything. We are demanding the return of our deposit as no work was ever performed. Update: Called one more time today. Melody was in the building but suddenly was nowhere to be found.

  

  Business response

  07/13/2022

  Business Response /* (1000, 8, 2022/02/22) */ ******** West Solar was unable to obtain specific control required to operate all swim pool functions. The pool control was replaced by others Contract was cancelled and deposit in full was returned to customer. Customer and Company remain on good terms

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early May of 2021 I drafted a check to Heliocol West in the amount of $2200 towards down payment o a copper mist system installation for my patio at my downtown residence at **********************************. I met with estimator, Rusty J****, and install teh, Noe on separate occasions to confirm details. A date in June 2021 was scheduled for install. They cancelled and never rescheduled. I have called for 9 months, spoken to a supervisor, Bruno, and the CFO, Melody, as well as a receptionist more than anyone else there. She is basically a paid gatekeeper as her usual answer, is they are not in but she will take a message. No one Ever calls back, not once! The last time I heard from the estimator, Rusty J**** was June of 2021. I am so tired of the ghosting and run around from this company, I just want a refund after nearly a year so I may move on. The receptionist informed me this morning that if I "read the fine print" I would know that I only had 3 days from original signature to cancel. Not very client centric for a business that has not delivered and never calls back, but still has my money. By the way, I am a patient of Dr ******** at ************************ due to a retinal desease from birth called Best's vitrilliform Dystrophy, so I would not be able to see fine print. Either way, we are pushing up to a year they have not only started the job, they refuse to schedule it or call back. I want a full refund. I have never worked with such a lousy business.

  

  Business response

  07/26/2022

  Business Response /* (1000, 8, 2022/02/10) */ ***** ******** purchased two misting systems on May 4, 2021. One mist system was to be installed for her personal home, the other to be installed for a rental property. The first mist system for *****'s home was installed properly and completely according to schedule, ***** paid in full for that mist system in July 2021. The second mist system is not yet complete. ***** originally requested a stop order on that mist system install while the income producing property was vacant and during renovations. After the remodel was complete and the home was occupied, ***** notified us to proceed. However the outdoor temperatures were getting colder and the misting season was over. We informed ***** that this new mist system would be installed in spring 2022. At that time, ***** then requested the refund claiming she changed her mind and did not want to put a misting system in a rental property. Since ***** required and requested the installation delay and that part of the mist system was special order, in addition to other related expenses already paid toward this project, a full refund is not possible. We are currently planning to complete the mist system installation in spring 2022. Consumer Response /* (3000, 10, 2022/02/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The truth is, the first mist system was scheduled to be installed in my main home June 8th as per email from installer, Rusty J****. The second one for my second home was scheduled to be installed June 28th, 2021 as per second email from estimator Rusty J****. The first instal was rescheduled by Heliocol and was not installed as per my explicit instructions verbally to estimator including direct electricity with an on/off switch and direct connection to water. Instead they plugged into my own outlet and attached hose to my hose bib. After many calls and argument with Heliocol, they agreed to return later in early fall to conbect as per my original request for additional payment which I made. In the meantime, Heliocol never rescheduled the second home. I met with an installer there to clear up any further mishaps on my expectations with wanting a switch to turn on and off at the end of summer 2021. He assured me he would be returning to complete installation within a few days. Then, I never heard from Helocol again. I have called and left many messages for supervisors, installer, CFO at least 3 times and have never received a single call back. This company has the worst service I have ever experienced with any contractor. I know servicing is a huge problem for them as you can just see the comments n ****, ********, and other Social Media platforms. I know they have regular servicing complaints with BBB as well. It is unfortunate for consumers to have to be dragged through such a negative process for nearly a year and only upon filing a complaint have the company refuse to refund or even give a solid date for installation! I am not satisfied with a lie that I was informed the new system would be installed in "spring of 2022". No one has ever called back or made any commitment of any kind. Further, For the record, neither one of m homes was going thru a remodel. My second home was fully remodeled inside and landscaped in 2018, my main residence was fully remodeled in 2019 both residences done by ****** Custom Homes and landscaping by *********** and *********** of ********** Thank you, ***** J ******** Business Response /* (4000, 12, 2022/02/18) */ The first system was installed exactly according to the signed contract that ***** ******** agreed to. Additional work requested by ***** ******** after the contacted job was properly completed was paid for by ***** ******** The second system was originally delayed by ***** ******** because of the home's vacancy. Previous install dates provided were not agreed to by ***** *******. Current solid date for Installation of new mist system is scheduled for Thursday March 24, 2022. We look forward to installing the second mist system per contract agreed to by ***** ********. Thank You. Consumer Response /* (3000, 19, 2022/03/04) */ How is this resolved????? I have never heard back from this company again. They are outright lying that I delayed the install, they never showed up as promised and have not once rescheduled. By the way, when is "Spring" exactly in Southern arizona. Why can't they give me an exact date to install and show up? I am neither satisfied with this company and their lack of service and horrible manner with a paying customer, nor am I satisfied with the BBB for letting this go. It is nearly a year since I paid for a small mist system and I still have not heard if or when they will install it. totally disillusioned. Business Response /* (4000, 21, 2022/03/08) */ ***** and Bruno spoke on Tuesday March 8th. We agreed we are not certain where all the misinformation came from and also agreed to proceed. The mist installation is schedule for Thursday March 24th with the same installer that completed our previous mist installation for *****. We are all happy to be moving forward. Thank you.

*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. ↩