ComplaintsforSunder Energy, LLC

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aggressive door to door canvassers at my Temecula CA residence today.Would not take NO for an answer., demanding to know why I had not put solar panels on my roof.Then started lying about one of his competitors going out of business, poor information btw. Always leaves a bad taste in your mouth when someone you just met starts bad mouthing someone or something you actually know quite a bit about.Then thought that it would be good for a door to door canvasser to give financial advice to me because he had read a ************************* book!Not sure if its required company reading or that was just from his book of the month club.Very, very rude Soliciting within the City limits of Temecula without a solicitors license.

  Business response

  06/13/2024

  Thanks for bringing this to our attention ****. We are sorry you had a bad experience with our representative. Will you please provide the name or ID of the rep you with whom you interacted? We will investigate the situation and ensure any questionable behavior is corrected. Please feel free to reach out to us directly with this information, as we would appreciate being able to communicate with you directly and efficiently.

  Email: *******************************

  Thanks.

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my solar system installed back in August of 2021. The agreement that was singed stated the system would be covered under a 25 year warranty. Well October of the same year, one of the panels started to fail. I contacted Sunder about the issue, but no response. About a month later I recieved a call back from them stating one of my panels was failing and they would need to send a technician out to verify. I took the day off from work, the technician showed up and verified it was a faulty optimizer on the panel. A few days later I received a service call from Sunder stating that one of my panels was failing and that they would need to send out a technician to verify. I told the lady on the phone that someone had already verified the problem and needed to order the part. She agreed and canceled the appointment. It has now been over 2 years, with me calling every other week to check on a resolution to the issue and have yet to hear anything back. I am just looking to solve the issue at hand with the panels.

  Business response

  05/24/2024

  Hello **************, 

  We are sorry to hear you have been having issues with your solar system. Sunder Energy is a solar sales company that is partnered with solar installation companies who are responsible for the installation, warranties, production, and ongoing support of your solar system. Your system was installed by Freedom Forever and the 25 year production guarantee is under contract with Freedom Forever, not Sunder Energy. Sunder Energy has no authority over your system, production, or guarantees expressed in your solar system contract. Any inspections or technician visits to your home regarding this system would have been conducted by a Freedom Forever employee. You will need to contact Freedom Forever at ************** or ********************************** to address the aforementioned claim. Sunder Energy no longer works with Freedom Forever for solar installation. We hope your issue can be addressed and satisfied with your installation company. 

  Kindly, 

  Sunder Energy

• Initial Complaint

  05/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had a Sunder Energy Solar Rep work our neighborhood in April of 2023. The rep that we met with scheduled an appointment with us for a future consultation. *********************** was the supervisor who came along with the original rep on this sales consultation. During the consultation, ***** advised that we would get a 30% rebate that we can take after we file our taxes the next year. However, on August 29, 2023, ***** stated that we would have to talk to our accountant about the 30% personal tax credit. That is not what was explained prior to the solar installation. It was stated it would be a 30% tax rebate, not a tax credit. That one word makes a huge difference. During the next 3 months, I reached out to various people in the solar field and in our *** network to see how the process is supposed to actually work. I was informed that it is indeed a tax credit, not a rebate. I sent a text to ***** on 12/20/2023 inquiring why there wasn't a deduction in the price of the contract as we thought the 30% would be applied to that. On 1/3/2024, ***** finally provided new information. She stated that "Now if you have been making payments and/or add the tax credit then the payment will be re-amortized and go down." We cannot apply a tax credit that we cannot take due to having no tax liability. I replied, "OK. So I need to tell them I want to use the whole credit towards the balance, correct?" Her reply, "Right, so payment can be reduced." I called her on 1/22/2024, and she stated that she asked when we planned to file our taxes so that we could take the 30% credit. I informed her that she never stated that. She started to backtrack saying she did ask because that is the only way we can get the 30%. This is absolutely NOT what we were told going through the process and even after trying to get answers as to how to reduce the solar bill. Now, we're stuck with a huge monthly payment because of information that was false and misleading.

  Business response

  05/21/2024

  We have received this complaint and are working to contact the Homeowner to investigate this issue further. Homeowner will need to provide any evidence to support claim and resolution can be concluded. 

  Customer response

  05/22/2024

   
  
  Complaint: 21693007
  
  I am rejecting this response because:
  What kind of documentation is Sunder Energy looking for.  I have not received any communication from Sunder so I do not have a clue what they are looking for exactly.  In order to proceed, I kind of need to have some communication on their end so I know what to provide.
  
  Sincerely,
  
  *************************

  Business response

  05/24/2024

  Hello ****************, 

  We have reached out via the email address you provided in this complaint with a request for documentation needed for us to begin an internal investigation of this claim. Please respond with any supporting documents such as texts or emails. 

  Kindly, 
  Sunder Energy

• Initial Complaint

  02/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In June I got solar panels put on my house. The salesman told us that we would get close to $30,000 in government incentives for getting solar panels. When we had our taxes done we found out that it is a non refundable credit. We wasn't getting any thing back on our taxes like the salesman said. He also led me to believe that I wasn't going to have an electric bill that the solar panels would take care of the electric bill everything that he said is not true if I knew that all this wasn't true I would never have gotten them on my house. The salesman should not tell customers stuff that is not true. I was sold these solar panels under false pretenses.

  Business response

  02/28/2024

  We are currently reaching out to this homeowner to get more insight on his complaint to see if a resolution can be reached between parties. 

  Customer response

  03/26/2024

   
  Complaint: 21288624
  
  I am rejecting this response because:

   

  I am sending this in regards to the last complaint that the business did get in touch with me and said that they would see about giving me a 29,0000 refund but they said that they had to wait till the boss got back in town to give the ok but I have not heard anything since 2 going on 3 weeks. Its like they just blew us off .
  
  Sincerely,
  
  ***************************

  Business response

  03/27/2024

  Sunder Energy is still currently investigating this complaint internally. The monies mentioned in ******************** response is what the homeowner is requesting to be refunded, but is not promised as a resolution. 

  Customer response

  03/29/2024

   
  Complaint: 21288624
  
  I am rejecting this response because:
  They have not done anything to resolve this 
  Sincerely,
  
  ***************************

  Business response

  04/12/2024

  *******, 

  My name is ********************* - your complaint has been escalated to me. I oversee all of our compliance and complaint teams. I will be reaching out to you today to get more information and get this situation resolved. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In late August of 2023 ********************* a dealer of sunder energy showed up at my front door stated that he worked for Freedom Forever and the federal government was funding free solar panels to qualifying homes. Which later on in the process I found couldn't be further from the truth. Everything that **** told us was a lie. He made vague promises that he did not hold to. Several times he visited my home and I asked various questions and he would have an answer but sadly nothing he said was true. The solar panels were installed October 10,2023. After installation we received a copy of a 25 year loan for the solar panels from the financed company Mosaic. In shock we first contacted ****** and they told us that it is a loan and the story about federal government funded was not true. We immediately contacted **** about this and he had his explanation that the people that worked for Mosaic are foreigners and didn't know how to explain the situation but he is the one with all the lies. Making further complaints we found out nothing he told us was true. Now we're in a 25 year loan something that we would have never anticipated because it's far too much for our budget. This person needs to be stopped because he a very deceitful person. It's very hard trying to pay two monthly energy bills. Please help us get a resolution.

  Business response

  12/27/2023

  ****** - we are very sorry to hear about your situation. This sales rep has been deactivated and is no longer affiliated with Sunder Energy in any way. Additionally, Sunder Energy is not longer partners with Freedom Forever or Mosaic. However, we can reach out and attempt to help you resolve your complaint with them and ****** directly. We will reach out to you directly and inform you about our attempt to ask Freedom Forever / Mosaic for a resolution on the issue. 

  Customer response

  12/29/2023

   
  Complaint: 21047096
  
  I am rejecting this response because: This is a serious matter and being that the salesman was employed with Sunder energy at the time the company needs to take a stronger approach in this matter. This has really put a strain on our finances being on a fixed income. This rep and the companies need to  resolve this issue with a financial resolution.
  
  Sincerely,
  
  *****************************

  Customer response

  12/30/2023

   
  Complaint: 21047096
  
  I am rejecting this response because: I have not received a resolution for this issue. I have been put in a financial bind under false an misleading information and Sunder energy, *********************, freedom forever and Mosaic should be held responsible to assuring me that this issue will be totally resolved in the which I  would have no obligations to this loan project. I would have never signed to a 25 year loan putting my home on the line if I  was given the opportunity to the truth.

  
  
  Sincerely,
  
  *****************************

  Business response

  01/30/2024

  We have continued to reach out to Freedom Forever in attempt to understand the status of this project. The sales representative has been terminated from Sunder Energy - but continues to work with Freedom Forever. We have, again, reached out to you directly in attempt to resolve this matter. Looking forward to hearing from you and discussing the best path forward.

  Customer response

  01/31/2024

   
  Complaint: 21047096
  
  I am rejecting this response because: the business (sunder energy) is not making a strong enough effort to get this matter resolved.
  
  Sincerely,
  
  *****************************

  Business response

  02/02/2024

  Great talking with you today and getting on the same page. We apologize again for this situation and hope our actions have helped alleviate some of the headache caused by the situation. As per our conversation, we reiterate our desire to help you press toward a resolution with everyone involved. As you have our direct information - please do not hesitate to reach out directly to us with any other questions or concerns. 

  Customer response

  02/09/2024

   
  Complaint: 21047096
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** I am rejecting this response because I am still dissatisfied and have not received a just resolution to this matter. I would like to see more efforts in getting this resolved because this is daily stress to my family and I.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 5/20/23, a sales rep knocked on our door. He said he represented Freedom Forever. He showed us the solar panel pricing and what we would be looking at. He told us they were usually close to 6 weeks on installs in our area. We would owe no payments until it was all online. Everything sounded great.We signed the contracts, then the problems started.An electrician showed up at our house without any prior notification. I was out of town, so they obviously couldn't work. They also had the wrong equipment with them due to the company giving them the wrong info. So they get rescheduled for the next week. Then the Freedom Forever solar installers then called. They show up and do the install of the panels even though the electrical work isn't done yet.Electrical work gets done and then nothing happens for a couple weeks. At this point, I get a bill from Mosaic. Apparently Mosaic paid Freedom Forever immediately after signing the contract, so payment is due a certain number of days after that first payment. My sales rep says that shouldn't happen and gets it approved through his "boss" that they will re-imburse me for that payment. I submit the payment receipt and hear nothing back. I am waiting on Permission to Operate. I get a new meter from the ************* and a note that says I have permission to operate. I have received emails from Freedom Forever since that happened stating that I am just waiting on Permission to Operate.Now when I reach out to my sales rep, he tells me he no longer works for Sunder Energy, LLC. Unable to call anyone at Sunder. Freedom Forever gets put on hold forever and then has hung up.

  Business response

  10/02/2023

  We are currently reaching out to the homeowner via email for more information to assess this claim. 

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April 2023, I worked with an employee of Sunder Energy, representing Freedom Forever Solar, to get solar panels on my house. With assurances from the representative, that the cost would cover everything and was competitive. The agreement was that costs would not accrue until the panels were active, which should be within 90 days (active on 4/28/23). The solar panels were installed on June 26, 2023. The installers were not able to complete all of the electrical work, and that someone would contact me soon to complete that. After about two weeks, I hadn't heard from anyone, so I contacted my representative at Sunder Energy and emailed Freedom Forever. **************** said he would also contact Freedom Forever. still nothing had happened, but I got a payment needed notice from ******, who I got my loan through. On 8/8/23 I contacted them and they reached out to Freedom Forever. I got a call from *********************************** (8/9/23) but nothing happened. on 8/14 & 17/23 I received an email from **************** listing what needed to be done & who to contact. On 8/18 I tried to reach ************** again but he never returned my call. It has now been 2 months since installation (over 120 since contract was active) and no response. I am now paying on the loan as well as for electricity from PGE. I have also learned that the cost they quoted is way above comparables in my area, so feel I was mislead there as well. I would like to not have to deal with this company, or get a substantially lower cost if the panels can not be removed.

  Business response

  08/31/2023

  ***********************,

  Thank you for reaching out to us with your concerns. We would like to reach out to you directly to resolve this matter. We talk all complaints very seriously, especially when there are accusations about being mislead. We would like to make the situation right as soon as possible. Please look for an email from our team to discuss this issue. 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They ignore "No Solicitation" signs and do their door to door scams where they are legally prohibited.

  Business response

  08/14/2023

  **** - We take complaints and accusations of "legally prohibited" behavior very seriously. Our representatives are trained to observe and obey all laws and be respectful of homeowners requests. It appears this was not the case in your situation and we will review and address the situation directly with the representative in question and their manager. Any information you could provide - including a name or badge ID would be helpful in our review. Thanks for the bringing the issue to our attention.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract on 9/22/22 with Sunder Energy/Freedom Forever to have a solar system installed on my home. Contract guaranteed completion date was 12/21/22. They told us they could probably get it done before Thanksgiving. They did the preliminary site audit, but then we heard nothing. Sunder sales rep Christopher ******* W****** did not answer or return calls. He would respond to text messages with vague promises to respond, but never did. it took over 2 months to get permits from the City of Fountain Valley due to what Mr. W****** characterized as "miscommunication between Sunder and the roofing subcontractor." They NEVER contacted me with any updates or informed me of anything. I had to contact them repeatedly and continually to get any information about status or progress. They have no project manager or customer service whatsoever. Partial re-roof was originally scheduled for 12/16/22, but roofing foreman showed up to the house the night before and informed us that they needed to add plywood sheathing and that was a change order, so they had to reschedule to January. This should have been done as part of the site audit prior to permitting. They finally removed roofing and added plywood on 1/13/23. City inspector signed off on plywood. New comp roofing added on 1/29/23. Solar installed by Freedom Forever on 1/31/23. Called for final City inspection and inspector failed them on 2/22/23 because he didnt see the roofing prior to panel installation. Panels were removed on 3/15/23 and reinspection scheduled for 3/29/23. City inspector cancelled due to rain. In the mean time, Mosaic financing has taken 2 payments, which under contract, was not due until after the system is operational. It appears Sunder or Freedom Forever obtained payment from the financing company before the project was completed. I have submitted 2 requests for payment reimbursement to Freedom Forever for February and March 2023 payments. I have not yet received reimbursement as of 3/29/23.

  Business response

  04/10/2023

  We will reach out to you directly to get the situation resolved.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Working with *************** llc and sunder energy has been a nightmare for over a year. This has caused me so much stress. The rep was in my house March of 2022. They didn't install panels until June 3rd 2022. They didn't give me access through Centerpoint energy until 2 weeks ago. Still to this day I have no access to a ****** tesla battery that I got installed. Nobody has any management or any hierarchy if I ever want to speak to a manager Please please please help me.

  Business response

  04/11/2023

  We will reach out and work with you directly to get the situation resolved.

  Customer response

  04/12/2023

   
  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.
  
  Sincerely,
  
  ***************

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