Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Prior to solar install, there was a roof inspection done. the company said the roof did not need to be replaced before the solar was installed. The solar panels were installed days before hurricane *** passed central *******. The install was done very quickly and not detailed. during the hurricane, I suffered a leak directly under one of the panels installed above the dining room. I called the company and they had their manager **** ********, come out and check the damage. He was on the roof for at least 2 hours redoing the sloppy work that was done days before. He caulked the area and many other areas on the roof. When he was done, he stated that the leak was due to the solar install and that he would have a contractor come out to give a quote on the damage. They had two different companies come out. After some time passed, the corporate office sent an email stating that the cause of the leak was due to a discoloration on the roof prior to the install. The discoloration was no where near the leak and if the roof wasn't satisfactory, shouldn't they have replaced the roof before installing the solar panels??? this has been such a pain So I had my home insurance company do an inspection through a third party " *********************" and because the report stated " Probable Cause due to solar" the solar company didn't want to accept the damage caused by the install. I am getting another inspection done correctly so I can file a claim with the ************ because it looks like Sun Services doesn't exist anymore. At this point I feel like I just want the solar taken off and the roof be replaced, because I also don't understand how the property that my sister owns across the street from me got a new roof put on prior to her install and somehow my loan was ***** more than hers. I had asked for a breakdown of charges from the company with no response on that matter

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased solar with Sun Services USA LLC and paid for the full package in 4 installments. Our first payment was 07/25/22 and our final payment was in February. of 23. We were told we had a warranty for our panels if any repair was needed. We are in the process of selling our house and called the phone numbers and emailed their contact information so we could get the warranty transferred. . All phone numbers have been disconnected and no replies have come from the email. One website listed that they were permanently closed. We also do not have a signed contract, but have all the billing receipts and the city inspection and plans for the solar. We feel that our warranty should have been given to another solar company to be covered.

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sun Services first began working with us 2 years ago. They put in solar pane!s after measuring the size of the home. But even after 3 months my eletric Bill stayed the same. So se began to call them
  and the electric company. They both came to my home and looked at panels and one blamed the other. A year later and still my Bill remained high between $200-$300. Although they promised my Bill would be around $35. Then less then a year ago after multiple calls and complaints they said we did not have enough panels. And added 32 more panels and did a separate loan. Now I have two loans and as of the last 3 months I've been paying $33-35 per month. From the 32 new panels 9 have been removed because they added too many according to the electric company. We called and asked they be picked up so they can adjust the second loan, but no one will take responsibility. Even though they sent an inspector who came and verified the panels where removed. We would like help with this situation.

  Business Response

  Date: 05/13/2024

  We appreciate the opportunity to address the concerns raised by Ms. ****** **** regarding her solar
  systems, and we would like to provide additional context and information regarding the installation process and
  subsequent challenges faced by Ms. *****

  Timeline and Background Information:

  November 2021: Ms. **** purchased an original solar system consisting of 20 panels, financed through one of
  Sun Services USA’s financing partners, Mosaic.

  September 2022: Ms. **** expressed interest in increasing her offset and purchased an additional solar
  system comprising 32 panels from her sales representative. Another of Sun Services USA’s financing partners,
  Dividend, financed this system.

  Installation and Green Tagging: The 32 panels were installed and green-tagged with jurisdiction, indicating
  compliance with local regulations.

  Utility Application Submission: The utility application submission to **** ****** was completed following
  installation and green tagging.

  **** ******'s Response: **** ****** declined the application and provided two options to Ms. **** to
  complete interconnection:

  • Upgrade the transformer.
  • Reduce the system size.

  Decision Making: Ms. ****, in consultation with **** ****** and her Sales Representative, decided to opt for
  reducing the system size by 9 panels to meet **** ******'s requirements.
  Ownership of Removed Panels: Additional conversations, including text messages and phone calls, were held
  regarding the fate of the 9 removed panels. Ms. **** requested that we repurchase the panels, which we
  offered at a fair market price. However, Ms. **** declined the offer and chose to retain the panels. Sun
  Services USA will honor the offer to purchase back the 9 panels at fair market value.
  
  
  Deinstallation: As Ms. **** requested, we deinstalled the 9 panels and left them with her, as she had already
  purchased them. All relevant documentation, including **** ******'s advisement and correspondence with
  Ms. ****, supports the mutual agreement reached and actions taken.

  Furthermore, it is important to note that according to Enphase reporting, the system's combined annual
  production amounted to 16,777 kWh, representing approximately 91% of the production estimated on the
  proposals provided to Ms. *****

  Based on the information provided and actions taken, we firmly believe that we have fulfilled our obligations to
  Ms. **** and resolved the matter fairly and equitably. Ms **** has also filed similar complaints with the finance
  companies Mosaic and Dividend, and both of which complaints have been closed based on the aforementioned
  timeline and background information.

  We understand Ms. ****'s concerns and frustrations and apologize for any inconvenience she may have
  experienced throughout this process. Our team remains committed to providing excellent service and support
  to our customers.

  Please do not hesitate to contact us if you require any further information or assistance regarding this matter.
  Sincerely,
  
  Douglas L Lecker
  CEO, Sun Services USA
  Attachments:
  • Screenshot Enphase Energy Production 2023
  • Screenshot Enphase Energy Production 2024
  • text string with Ms. ****’s son regarding removing and retaining 9 panels
  • **** ****** correspondence regarding **** project options
  • Screenshot proposal _ **** showing “Estimated Yearly Production”

  Business Response

  Date: 05/13/2024

  We appreciate the opportunity to address the concerns raised by Ms. ****** **** regarding her solar
  systems, and we would like to provide additional context and information regarding the installation process and
  subsequent challenges faced by Ms. *****

  Timeline and Background Information:

  November 2021: Ms. **** purchased an original solar system consisting of 20 panels, financed through one of
  Sun Services USA’s financing partners, Mosaic.

  September 2022: Ms. **** expressed interest in increasing her offset and purchased an additional solar
  system comprising 32 panels from her sales representative. Another of Sun Services USA’s financing partners,
  Dividend, financed this system.

  Installation and Green Tagging: The 32 panels were installed and green-tagged with jurisdiction, indicating
  compliance with local regulations.

  Utility Application Submission: The utility application submission to **** ****** was completed following
  installation and green tagging.

  **** ******'s Response: **** ****** declined the application and provided two options to Ms. **** to
  complete interconnection:

  • Upgrade the transformer.
  • Reduce the system size.

  Decision Making: Ms. ****, in consultation with **** ****** and her Sales Representative, decided to opt for
  reducing the system size by 9 panels to meet **** ******'s requirements.
  Ownership of Removed Panels: Additional conversations, including text messages and phone calls, were held
  regarding the fate of the 9 removed panels. Ms. **** requested that we repurchase the panels, which we
  offered at a fair market price. However, Ms. **** declined the offer and chose to retain the panels. Sun
  Services USA will honor the offer to purchase back the 9 panels at fair market value.
  
  
  Deinstallation: As Ms. **** requested, we deinstalled the 9 panels and left them with her, as she had already
  purchased them. All relevant documentation, including **** ******'s advisement and correspondence with
  Ms. ****, supports the mutual agreement reached and actions taken.

  Furthermore, it is important to note that according to Enphase reporting, the system's combined annual
  production amounted to 16,777 kWh, representing approximately 91% of the production estimated on the
  proposals provided to Ms. *****

  Based on the information provided and actions taken, we firmly believe that we have fulfilled our obligations to
  Ms. **** and resolved the matter fairly and equitably. Ms **** has also filed similar complaints with the finance
  companies Mosaic and Dividend, and both of which complaints have been closed based on the aforementioned
  timeline and background information.

  We understand Ms. ****'s concerns and frustrations and apologize for any inconvenience she may have
  experienced throughout this process. Our team remains committed to providing excellent service and support
  to our customers.

  Please do not hesitate to contact us if you require any further information or assistance regarding this matter.
  Sincerely,
  
  Douglas L Lecker
  CEO, Sun Services USA
  Attachments:
  • Screenshot Enphase Energy Production 2023
  • Screenshot Enphase Energy Production 2024
  • text string with Ms. ****’s son regarding removing and retaining 9 panels
  • **** ****** correspondence regarding **** project options
  • Screenshot proposal _ **** showing “Estimated Yearly Production”

  Customer Answer

  Date: 05/16/2024

  We would like to respond to Douglas * ******* the CEO of Sun
  Services USA.
  Please review the attached Files with our complete response as it does not fit in this message box. 

  November
  2021, we met with a Spanish Sales Rep, he sold us 20 panels he assured us those
  20 panels would cover the house and we would no longer have an energy bill that
  after having them installed for a couple of months we would see how the amount
  being paid would drop until eventually it was gone and that during the months
  that we did not use too much energy we may even see a credit from Duke Energy. So,
  we went ahead and purchased 20 panels and had these financed through Mosaic.
  This whole first year we were still being billed from Duke around $300 per
  month and also now paying Mosaic $97.41. After continuously asking why we had to pay two bills why hadn’t Duke energy’s amount gone down. Every month
  they would say takes time for the bills to align, then it was contact Duke
  everything on our part is correctly done it must be an issue with them. We even
  requested they send someone to make sure the panels were working properly, and
  they did. We were told everything was good on their end and to work with
  someone with in Duke so they can have their system checked and fixed.  This is when we found out that Duke still had
  given us energy because the amount the 20 panels were producing of energy was
  not enough. This back and forth went on for about a year and they were
  consistently blaming Duke and saying it was an issue on their end. It wasn’t until
  the duke representative took the time to pull up the kilowatts, they were
  having to produce monthly and what the panels were producing that they agreed
  to have a person from their staff come to our house. So, September of 2022 after
  continuously asking why we were having to pay two bills per month, they sent over
  one of their employees.

  Customer Answer

  Date: 05/16/2024

  We would like to respond to Douglas * ******* the CEO of Sun
  Services USA.
  Please review the attached Files with our complete response as it does not fit in this message box. 

  November
  2021, we met with a Spanish Sales Rep, he sold us 20 panels he assured us those
  20 panels would cover the house and we would no longer have an energy bill that
  after having them installed for a couple of months we would see how the amount
  being paid would drop until eventually it was gone and that during the months
  that we did not use too much energy we may even see a credit from Duke Energy. So,
  we went ahead and purchased 20 panels and had these financed through Mosaic.
  This whole first year we were still being billed from Duke around $300 per
  month and also now paying Mosaic $97.41. After continuously asking why we had to pay two bills why hadn’t Duke energy’s amount gone down. Every month
  they would say takes time for the bills to align, then it was contact Duke
  everything on our part is correctly done it must be an issue with them. We even
  requested they send someone to make sure the panels were working properly, and
  they did. We were told everything was good on their end and to work with
  someone with in Duke so they can have their system checked and fixed.  This is when we found out that Duke still had
  given us energy because the amount the 20 panels were producing of energy was
  not enough. This back and forth went on for about a year and they were
  consistently blaming Duke and saying it was an issue on their end. It wasn’t until
  the duke representative took the time to pull up the kilowatts, they were
  having to produce monthly and what the panels were producing that they agreed
  to have a person from their staff come to our house. So, September of 2022 after
  continuously asking why we were having to pay two bills per month, they sent over
  one of their employees.