ComplaintsforSunSolar Solutions Inc

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1-16-2024 Sunsolar came to my house and gave me and my wife a lot of fraudulent information. They started by telling us that we would receive an actual incentive check from the government for $13,000 that we could spend on whatever we wanted to. I spoke with my tax specialist and they informed me that the incentive program doesn't work the way they described it. The government does not write a check for the incentive it gives you credit. The salesmen said that their company would warranty the half of the roof that their installers have been working on and installing panels. After the meeting was over I called the warranty department about this coverage and the warranty department said that any installation on the roof would void the warranty on the entire roof. We told the salesmen that we were not ready to get solar right now and that we needed some time to make the decision. we were solely looking for information. We told the salesmen that we wanted to do business with sunsolar when we were ready. They had us sign a docusign document. they told us that we had 10 days due diligence to decide weather we wanted to proceed with the project. They stated that we would be contacted on day 10 to ensure weather we wanted to proceed or not. They also said that we would not be billed until the solar panels were installed and working on the roof.. They told us that we were able to delay the install until we were ready. None of these claims were true.. We were given a roof inspection on 1-19-2024, they did permitting and ordered the panels all with in the first 10 days before we even gave permission to begin the project. No one called to see if we wanted to proceed with the project. In the contract that i signed it states 3 days due diligence but the salesmen told me 10 days. All of the work they are charging me happened in that duration. I decided not to proceed with the project due to all of the fraudulent information i was given.

  

  Business response

  04/04/2024

  The information in the complaint is not consistent with our companies practices nor the data we see on our end. Our reps are trained the explain that it is a tax credit, which can turn into an actual check if the customer has a tax liability and pays taxes. Our proposal and purchase contract also clearly states that it is a tax credit and receiving a check is depend on the customer's tax liability. The customer was extended the cancel period from the standard 3 day to 10 day and this was put in writing. Per our records, the customer contacted us 21 days after signing the contract (Signed 01/16/24, advised wanted to cancel on 02/06/24). Our company reached out to the customer 10 times within the 3 week period and did not receive any response until the customer abruptly said they wanted to cancel the project on 02/06/24.  It is correct that plans and permits were completed within the 10 day period, however the customer could still have canceled within that period without any fees incurred since that is what was agreed in writing. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today, as the installation began, I discovered a ***** disparity between what the salesperson and electronic proposal communicated and what was buried in the contract I signed. Initially led to believe I was entering into a 25-year lease for $263 per month, the contract exposes a staggering total lease amount exceeding $98,000, with monthly payments set to increase annually.There was no upfront disclosure about the total cost or payment hikes during our discussions. The proposal vaguely hinted at incremental increases without clarifying their financial impact.Upon expressing my concerns to my project manager and seeking to explore financing options, I was told on a recorded line that both TEP and Pima County would not allow the project to be halted. This left me with no choice but to proceed with the lease. Subsequent negotiations offered financing terms that can only be described as absurd, and my credit has yet to be assessed. To add insult to injury, they insist on a $17,000 payment within the first 16 months to avoid a penalty, pushing my monthly payment up by over $100. The revised total cost now stands at over $60,000.I'm not asking for special treatment. All I want is reasonable financing or an equitable release from this contract. This situation benefits neither party and only reinforces the perception of SunSolar's predatory and misleading practices.If you can intervene or provide guidance, I would greatly appreciate your assistance. SunSolar's actions imply governmental influence to coerce customers into unfavorable agreements.Thank you for addressing this matter urgently.

  

  Business response

  11/14/2023

  This matter has been addresses with the customer and the customer stated they will be withdrawing their review/complaint.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around 06/07/23, I executed a contract with SunSolar Solutions for solar. I was away for work & when I returned to AZ, I did not feel comfortbale having them as my solar provider so I called to cancel any further work that was to be done. Shortly afterwords, I received a call w/ the claim that I owe $12,436 for damages sustained, due to cancellation on my part for an install that did not occur, which was around 07/07/23. On 09/26/23, I spoke w/ them & told me that although the clause in the contract states that 10% is the amount in the contract, cancellation is at their sole discretion & that according to their attorney, the 10% does not actually mean 10%. I was told can charge whatever arbitrary price they choose, in ref. to the last sentence. Whether it was the full loan amount of $43,000, the 10% of that amount or any other price they decided to include that was fair to them. On 10/02/2023, their collections company, Paid ************* called me & said that SunSolar would accept roughly $6K but that by me submitting payment, it did not mean that the breachof contract would be resolved & that they were able to charge me for work they performed up until cancellation. In addition, they told me that I did not understand the terms of the contract in regard to the cancellation clause.I am requesting for them to honor the portion of their contract in the cancellation clause of 10% & to work with their collection agency to accept the proposed so amount so we can both move forward. This would mean that I only pay $1,243.60 & not the $12,436 for the work that they already put into being my solar provider. If I am being told that by paying an excess of $6K, that would be acceptable for them to stop further action, meaning the breach of contract would be remedied, I should not be charged more than what they state in their own contract, which is 10% of the damages that was incurred.

  

  Business response

  10/03/2023

  The contract states that ability to cancel the contract beyond the cancellation period is at the sole discretion of Sunsolar Solutions. The 10% is in place as an alternative depending on when in the process the customer wishes to cancel. This project was requested to be canceled after all items required for installation were already performed and the project was ready to be installed. 

  Having said that, the company is willing to accept $4,314.78 which is 10% of the contract amount ($41,314.78) and cancel the project with no further obligation to the customer. 

  Customer response

  10/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me provided the adjustment to reflect the actual 10%. I am willing to settle for 10% the business is proposing for the total cost of the financed amount of $41,314.78, which would be $4,131.48. I believe the previous math done was erroneous & does not equate to 10%.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********
  
   
  

  Customer response

  10/13/2023

  Good evening,

  
  

  I am writing this email as a rebuttal to the listed complaint that I had against SunSolar Solutions & for formally re-open this complaint as I do not feel it has yet been resolved. In response to my complaint, they stated that they'd be willing to accept 10% for the amount financed for the project. I financed the project for $41,314.78 so 10%, that reasonably means $4,131.48, which any other person would reasonably & objectively understand.

  
  

  I received mail today & they're now requesting $4,335.25, which was not negotiated or agreed upon during our correspondence. Nothing in the conversation mentions anything about hidden fees or just coming with a higher negotiated number. 

  
  

  In good faith, I believed that they were willing to accept 10% of what I financed & was ready to submit payment to satisfy the terms they offered & I accepted. 

  
  

  Could you please reach out to the business & ask them if they intend to accept the 10%, they stated they'd be willing to accept. If they are I am prepared to send payment to the business at their address with no further obligation to them or anyone they may have to try to collect payment on their behalf. 

  
  

  In addition, I will also forward the response I sent to the ** AG's Office consumer complaint response.

  
  

  ****************************

  
  

  

  Business response

  10/13/2023

  We will reach out to the collection agency, Paid in Full, to see why there is a discrepancy. Seems they may be charging interest but that is not something that we asked them to do. We will get it resolved and to the 10% that was agreed upon. Thank you.

  Customer response

  10/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** B
  
   
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  When talking to Art in sales (3/6/23), i told him I was looking for quotes, we discussed #s I told him I would be talking with my spouse about it. I asked what next steps would be. He said an assessment of house was needed to check if we had right equipment. He said he would send paperwork to sign and setup a time/date to do assessment. I had no intentions of signing a contract the paperwork was supposed to be for a preliminary check of roof etc. and a quote.They use right signature for online signatures, pages did not load where I could read them, I signed them thinking Ill look at them later they are just preliminary & no big deal. When I went back later I was not able to get to documents and review them.On 3/6 I get a text that ***** was to be my project specialist. my thought was ok still thinking this is for preliminary check. 3 days later they did the preliminary check and I figured that was ok I was looking into several other companies and would make my decision soon.On 3/16 I sent text saying we were going w/another company Art called & said I had a contract *********** was past 3 days and i Couldnt cancel ******************* calls he told me I had to pay 10% of contract, $42,847 ($4,287). I told him it was a miss understanding I didnt think i should have to pay. he said he could try to do better on price & quoted $38,788 & a cash price of $27,540.After further discussion w/my spouse we decided it was not a good idea to go w a company that would send a contract when they were just to send assessment. Also to note, that my spouse is not on contract and did not sign any paperwork.I explained what happened and asked to be released from contract & that we would pay for assessment they said no to both.My request is to be cleared of any responsibility for payment. If a resolution can not be had the cash price for the contract should be upheld which would be $2,754 (10%) payment I have till 4/16 to pay bill. Thank you for your help in this matter

  

  Business response

  03/23/2023

  The events described by the complainant does not align with the actual events that took place. The customer was communicated with on the steps in the project, including a timeline of next steps on 03/07/2022 and there should not have been any confusion that this was an actual project and not just an assessment as the complainant alleges. The complainant replied back confirming the information was received. The contract was signed electronically on 03/06/2022 which clearly states the cancellation policy and a PDF version of the contract is mailed to the signer upon completion, which the system shows happened at 2:33PM on 03/06/2023.

  Sunsolar Solutions is willing to accept the lower amount of $2,754.00 per the complainant request.

  Customer response

  03/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since battery having and issue wasn't their fault they aren't providing any compensation for it. That's why they didn't care enough to quickly resolve getting me one that actually worked, they got paid in June while I am paying out of my pocket for months and I can't afford that. They did provide me 2 months compensation for the battery and solar not being hooked up, my loan started accruing in June. Aug I payed for ********/battery loan+electricity & 1/2 September for Panels loan/electricity . A full month for battery Sept, Oct, Nov w/o saving any money to offset electricity. 9/9 APS passed, but Sunsolar said battery wasn't working. 9/12 tech came out to validate w/o a fix. The battery error saying its not communicating correctly, was due to the tech not hooking up CT's on panels. 9/23 they found out what was missing, not on 9/9 when the solar panels went live, or 9/12 2nd trip. Team came 10/5 and left my house with still the same error showing up as per my screen shot I sent them "No communication" error. 10/6 ********* said there is an error with the ** battery, and service was to reach out to ** on next steps. On 10/11, I didn't have an answer, I talked to **, and no one had called in as there is no service ticket # assigned to my battery #. We called SunSolar & spoke to a service person about next steps. 10/18, the supervisor was working on my RMA. The new battery top installed on 11/22. 8/1 the solar failed previously, and this time was for incorrect labeling. It took to 8/16 for someone to get out just to correct labeling. Advised on 8/18 the plans were destroyed by the rain. 8/25 I checked outside which had no paperwork. I asked since it had been over a week since 8/16 if I could come pick up the paperwork for the inspector since that was the only hold up. When APS failed my solar again it was 8/30, so it took the whole month to correct labeling, figure out that the papers were wet and to bring out new papers. My install dates were 6/7 and 6/8.

  

  Business response

  01/16/2023

  We refunded the customer three payments, one on 06/17/2022 (added to $1000 rebate), another on 08/09/2022 and a third on 08/30/2022.
  
  
  The battery did initially work upon install but failed shortly after, and it was fixed per the warranty as stated in the Purchase Contract. There is no promise of reimbursement or refund if equipment fails or takes an extended period of time to resolve, of course it is our goal and intent to resolve all issues as quality as possible, it doesnt serve us in any way to delay anything. Even though the contract does not promise any reimbursement, we still provided the customer with $864 in reimbursement (equal to 3 months loan payments). The customers first loan payment was not due until August 09, 2022 and the system was turned on September 09, 2022, so the customer did have one payment due while the system was not yet one, but we reimbursed the customer for the one month plus an additional two months.
  
  
  Please let me know if I can provide any additional information. Thank you.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our project started in March 2022. After we paid them 64K we were given many dates that were scheduled with APS. They would tell us it was ready to go and then they would cancel. This happened multiple times. Jerking us around and APS. Wasting both of our time. In my opinion they shouldn't start the job until they have all the components. They didn't have the electrical panel until November. So to hold onto 64k for 8 months is not a fair practice. Then they want an additional 1k with figuring for 113 days we would have generated a dollar amount of $263.54 which they are willing to reimburse us for. Billing us for an additional $736.46 to account for the 1k owed. They put us through so much stress by jerking us and APS around that I feel we paid more than our share. 64K should be sufficient!

  

  Business response

  12/13/2022

  The information provided by the complainant is not accurate. The solar system was installed in April, one month after the customer signed up. Our company did not hold on to the customer's money or 8 months. The delays with the main panel upgrade were due to supply chain issues from the manufacturer, something that we have no control over. We are not billing the customer an additional $736.40. The customer owes us a balance of $1000.00 on the project, this isn't an additional amount, its an original amount as per the purchase contract. Due to the delays, which we did not have control over, we are still willing to reimburse the customer for the monetary loss they incurred due to the system not up and running over the summer (essentially the savings lost) and that reimbursement is $263.54, which we are willing to subtract from the $1000.00 the customer owes us. The customer has a contractural obligation to pay the balance, just as we had a contractural obligation to complete the solar system install and continue to have a contractural obligation to service the system if it needs service in the future.

  Customer response

  12/20/2022

  I am not satisfied with this company's response or practices.  They caused undue stress.  Constantly giving us an install date and then cancelling knowing that they did not have the panel upgrade to complete the project. My opinion stands.  They gladly had us pay 64K for something they did not have all the components to finish the project.  Covid or no covid.  Product availability or no product availability.  They shouldn't start the project until they have all the components.  Please reopen this case.

  *****************************

  

  Business response

  12/20/2022

  Unfortunately that is how the construction industry works. No company is going to stock materials for hundreds or thousands of customers in the pipeline and then schedule the installation, not when projects take 2-3 months from start to finish (and this is when materials are routinely in stock at the distributor warehouses). Typically, without issues related to Covid or issues related to material shortage, the process flows very normal. Site survey is done, engineering plans are done, permit is submitted and parts are ordered, and by the time the permit is approved the materials arrive, that is how it normally works. 

  The customer was actually reimbursed already for the delays, even though the purchase contract states that all timeframes are estimate and we are not liable for delays out of our control. Even given that, we still provided a goodwill delay compensation that was applied to their final payment due (reducing the final amount due from $1000.00 to $736.46). This was a calculation of the extra amount the customer had to pay to the utility company vs if the solar system was functioning within the expected timeframe. 

  Customer response

  12/20/2022

  I am not satisfied with this company's response or practices.  They caused undue stress.  Constantly giving us an install date and then cancelling knowing that they did not have the panel upgrade to complete the project. My opinion stands.  They gladly had us pay 64K for something they did not have all the components to finish the project.  Covid or no covid.  Product availability or no product availability.  They shouldn't start the project until they have all the components. If they didn't have the product they shouldn't have wasted my families time or APS's time with the scheduling and cancelling!
  Additionally when I inquired with APS regarding this issue.  Their representative and the ********************** representative suggested that I report this issue and company to the BBB

• Initial Complaint

  09/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Our solar panels were installed October 2021. Since then they have been on line working for 4 months.The latest problem I am told is a bad batch of transformers. I was initially contacted in early June and told that although working, the panels were not hooked up and I would be paying my electric bill without benefit of solar until a new transformer could be installed. I was promised it would be a few days and I would be compensated either by payment of my loan or payment of my electric bill. I was not contacted again, and whenever I have tried to email or call, I am promised that compensation is in the works, and the transformers will be coming soon.Clearly this is out of my skill group. I am 86, facing a serious medical challenge this Fall and don't have the energy to knowledge to follow up. Also I can't afford to pay both a loan payment and a full electric bill. I need help and wonder if you all can add your weight or resources to getting a clear timeline and compensation until this is resolved?I am a big fan of Solar and this is such a disapoitning experience.Thank you ,*****************************

  

  Business response

  09/28/2022

  The issue was discussed and resolved with the customer. The inverter was replaced on Sept 19, 2022 and the reimbursement is pending customer's next utility bill. Customer stated they would be contacting the BBB to retract the BBB complaint. 

  Customer response

  09/28/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Name is *******************************, and My Wife is *******************************. My Wife just closed on our new Home this Month, and We started to move-in on 07/22/2022, and before We could started, A salesman from Sun Solar Solutions came onto our property, in an attempt to sell us Solar. My Wife was polite when She told Him, We would think about contacting Him. I was out in front of our property, and the same Salesman came back. That is when I asked Him why He could not respect my Wifes wishes. I asked Him not to come back. The same salesman would return on Saturday, Sunday and Today on Tuesday, while I was at Work, which concerns Me, because My Wife works from Home. We already have an appointment with another ************* and We feel, that Sun Solar is being so aggressive because they know we have an appointment with another company.Since this Salesman was being way too aggressive and mainly with my Wife, I contacted the Owner ******************************* at ************, and spoke with Him for Four Minutes, but it did not go well, because ******************************* was very condescending and rude. I had asked Him to stop His Salesman from coming onto our property, from now on. I told *******************************, that I was a proud ************* with ptsd, who deserved respect on His own property, but ******************************* responded by saying that I made a Threat, which was a False and Fraudulent statement. My concern is the Safety of my Wife. I have instructed my Wife to call the Police if any Employees from Sun Solar Solutions come onto our property.

  

  Business response

  07/27/2022

  Hello, my name is *********************** and I am the *** and co-founder of the company. I sincerely apologize about the experience you had and its certainly not behavior we promote or tolerate. I will address with all parties involved to make sure this does not happen to you or anyone else again. Thank you.

  Customer response

  07/27/2022

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  *******************************
  
  
   
  

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/28/21 we agreed to a solar contract with Sun Solar Solutions to purchase solar and have it installed. We paid half which was approx. $22,500. The first crew that came out never finished the job yet said it was completed and we were asked to pay the remaining balance. Many things were incomplete and done below standards (a company quality control inspector and another crew both agreed) and when we reached out about our concerns they were never addressed. We continued to try and resolve the issue but we kept getting, "ok we will look into this and get back to you" yet they never would get back to us. Our circuit break box has to be replaced to accommodate the size of the solar we had installed. The day of the install the power company arrived on time (5 minutes early) and stayed for about 30 minutes before they left. Sun Solar arrived several hours late so the job was not able to be completed and we were moved down to the bottom of the power companies list for a new install date. Several weeks later we got a new install date for a Monday. The Friday before after 5PM a representative called us and told us they had to reschedule. We talked to her and asked to talk to another supervisor about this. The following week we got a call and were told a contractor went into their yard and took nothing except our breaker box. The first crew installed solar boxes on the side of my house next to the breaker box which I was told by one of their employees would have to be moved as they weren't installed according to the plans and the new breaker box wouldn't fit there. The company said they will send someone out the day after the break box install which doesn't make sense. The business advertises 120 days from contract to solar up and running and we are around 200. I understand things don't always go according to plan but every issue along the way has been this companies fault. We planned on solar to help with power bills but now have been paying full price.

  

  Business response

  02/20/2022

  Hello ****************, this complaint was replied to via email. Please advise if you have not received the email sent on 02/15/2022 at 6:21PM. 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. ↩