ComplaintsforSunlux

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020 I purchased a Solar energy system which included electrical panel upgrades for no cost in the contract. In 2021, Sunlux added a 250 Amp outlet for my electric vehicle. They combined breakers within the existing panel causing electrical problems for my home. Within days of the initial install i started having breakers blow. I have been contacting them for over 22 months requesting the repair. They keep claiming it is something else not the panel. I have been more than patient during the process to allow sufficient time to repair/up grade my panel. The worst part is they claim a 25 year warranty on my system but they have not followed through on repairs needed within months of the initial work.

  

  Business response

  09/25/2023

  Subject: Addressing your concerns regarding Air Conditioner breaker tripping post ** Outlet installation

  
  We acknowledge the receipt of your complaint concerning the repeated tripping of your air conditioner breaker after the installation of a 240V ** Outlet in October 2021. We understand the inconvenience that these issues can cause, especially during the warmer months. SunLux prioritizes customer satisfaction and as such, we took your complaint seriously and acted promptly on the service requests you placed.

  
  As per your record, we responded to your initial service call in August 2022, during which our service technician inspected all wiring termination connections, checked the voltage, and inspected the breaker for any signs of overheating or damage. During the visit, the ** unit was turned on and the voltage was monitored; the breaker did not trip while ************** was on site.
  Following your subsequent complaint, we dispatched a technician for a second service call in August 2023. During this visit, the technician again inspected the ** unit breaker, and monitored the voltage while the ** unit was operating. We would like to reiterate that both ** units are on 30Amp breakers, as they were prior to the addition of the ** outlet. The technician examined the breaker for any signs of overheating or damage and found none. As a precautionary measure, the breaker was replaced. Upon turning on the ** unit, the amperage draw at the breaker was monitored and recorded at only 10 Amps. Despite multiple tests, the issue of breaker tripping could not be replicated during **************'s visit.

  
  We are committed to ensuring the correct and efficient operation of your ** unit. If the problem persists, we suggest a Installing a monitoring system to track the performance and issues in real-time could help in identifying the exact circumstances under which the breaker trips, which would aid in diagnosing the problem.
  We value your business and are committed to resolving this issue to your satisfaction. Please let us know how you wish to proceed or if there's another way we might be of assistance.

  Thank you for bringing this matter to our attention and for your patience as we work towards a resolution.

  
  Warmest regards,
  ***************************************

  SunLux

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  solar system installed and paid for seven years ago with 10 year warranty on roof and system.we had roof leakage and cracked solar panel at beginning of 2023, they insisted problem caused by nature act of god, asked us to buy other brand solar panel and provide labor at $600. Actually the fact is the solar panel they installed is not in the market anymore, they just try not to honor the warranty by giving us the excuse of act of god. we don't have any severe rain, hails, or high winds in the area I live. Too shame the company is untrustful and warranty is null.I just had the whole tile roof serviced in January 2023, the roofer stated no service on solar panel area to avoid future warranty issue, but when I had leakage at panel side, they told me is my roof issue. now I end up leakage problem without warranty either from roofer or solar installation company.

  

  Business response

  02/02/2024

  *****,

   

  I am writing in response to a complaint we received regarding one of our solar panel installations. Despite our best efforts, we have been unable to directly reach the customer involved, and I would like to provide clarity on the situation from our end.

   

  The customer reported a damaged solar panel, which upon inspection, appears to have been caused by external impact. Our warranty policy specifically covers defects in manufacturing and faults inherent to the panels themselves. Unfortunately, in this instance, the damage is not a result of a manufacturing defect or fault but is due to an external cause.

   

  To draw a parallel, this situation is akin to a vehicle accident, where the damage is not covered by the vehicle manufacturer's warranty but typically falls under the domain of personal or auto insurance.

   

  We understand the importance of customer satisfaction and take all feedback seriously. Thus, in a gesture of goodwill and in an effort to resolve this matter amicably, we have attempted multiple times to contact the customer to discuss potential solutions, including offering to address the issue at no additional charge, despite it being outside our warranty scope.

   

  However, we have not received any response from the customer to date. Our goal is to ensure a positive resolution, and we remain open to further discussion with the customer. We are committed to maintaining high standards of customer service and product quality, and we believe in finding fair solutions even in challenging situations.

   

  We kindly request the BBB's assistance in facilitating communication with the customer so we can resolve this matter to their satisfaction and clarify any misunderstandings regarding our warranty policies and customer service commitment.

   

  Thank you for your attention to this matter. We look forward to the opportunity to amicably resolve this issue.

   

  

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sunlux didn't complete my site survey correctly with proper dimensions, and then drew two terrible designs for solar panels (blocking the view, on decks, and in the shade). Is now saying it is owned more money to cancel the contract. Would like to get my deposit back. The salesperson assured me I could cancel up until permitting with no issue. Big waste of time for everyone concerned.

  

  Business response

  01/21/2022

  I wanted to respond to a BBB complaint we just received, from ID # 164****5.  This customer’s complaint is absolutely false from what really happened.  He states that Sunlux did incorrectly conducted a site audit, therefore having to redesign the solar layout multiple times. He also mentioned that the designs blocked views on the deck. 

   

  In reality the site audit was done correct and we give our customers multiple options on the design.  We do that and have them sign off on the design before permitting so they have the final say on where the panels are going on their home.  This process from site audit to design can take 1-3 weeks on average and during that time he got other quotes.  He decided to cancel since he got a lower price from a competitor, and we do have emails to show that.  He then went silent and unresponsive so there was no communication after that.  There was work done on the project including site audit, engineering, etc. so we sent out a an invoice for fees that is clearly written out on the solar agreement.  We honor California’s cancellation policy timelines and he went way beyond that and we are simply recovering the cost associated with his project.  He is complaining to you because he doesn’t want to pay the fees.  I am writing you in hopes to get this cleared up as we have an excellent standing with the BBB and every other review site online.  Please let me know if there are any questions.   Thank you.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sunlux installed a solar panel system on my roof. The install is covered under warranty. My roof has been leaking due to rain. This existing roof leak was previously fixed by Sunlux. My emails through Sunlux website have not been answered. I made multiple calls to ###-###-#### and nobody answers?? The Company is unavailable and my roof leak is getting worse. When my roof leaked due to Sunlux Solar Installation in the past. The Company actually answered calls and attempted fixing the roof leak. The roof leak apparently was not fixed and now Sunlux is basically ghosting me and unavailable?? I would be very weary of doing any business with Sunlux. Do your homework and staw away from Sunlux!

  

  Business response

  01/26/2022

  Here is a message feed from out CRM system with correspondence with Scott. We have been in contact but he hasn’t been to responsive. He finally responded and we are going to his home on Jan 26^th.  We did have some issues with the carrier of our toll free number but it is now fixed.  If ***** or anyone else calls we will answer.  I hope this complaint can be removed, please let me know if there is anything else I can do.

   

  1/20/2022- ***** Confirmed site visit via email, Scheduled for Jan 26th.

  1/20/22 - Called customer left VM, and sent a follow up email to schedule an appointment to inspect roof leak for any date next week, pending response from customer.

  1/11 - ***** reached out via text for date, Replied back to confirm for Friday 1/14/22 no reply from customer.

  1/10/22- Called customer left VM, and sent email to check on leak- *********

  1/6/22 ***** sent email to me please see below.-*******

• Initial Complaint

  11/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  SunLux installed a solar system on my roof in May. Warranties run for 20 years. In June the salesperson sent a message asking me to contact him with any problems or questions. In July a golf ball smashed into one of the panels, shattering it. I emailed my project manager, who contacted their customer contact, who opened a ticket for my problem and promised further contact within 72 hours. Didn't happen. My emails were not responded to. I sought further information via email through the salesperson, who has not replied. It is now mid-November, and the company hasn't responded in any way.

  

  Business response

  11/19/2021

  We will contact the customer right away.  We do not have any record that the customer contacted us, but we will call right away and see what the issue is.

  Customer response

  11/22/2021

  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.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I HAD SUNLUX INSTALL MY SOLAR WHICH I AM HAPPY WITH. I REFERRED A FRIEND, ****** ********, WHICH I WAS TOLD THERE WOULD BE A REFERRAL GIFT OF $500. ***** TOLD THEM DURING THE INITIAL MEETING THAT I REFFERED THEM. *****'S SOLAR HAS BEEN INSTALLED FOR A WHILE NOW. I CONTACTED THEM REGARDING THIS VIA EMAILS AND PHONE CALLS. IT HAS GOTTEN TO THE POINT THAT THEY WILL NOT RETURN MY CALLS OR EMAILS. I HAVE AT LEAST ONE PROMOTIONAL EMAIL SENT FROM THEM SAYING THEY GIVE $1500 REFERRALS AND I AM WONDERING IF THIS IS JUST A BAIT AND SWITCH GAME THAT THEY PLAY TO TRICK CUSTOMERS INTO ESSENTIALY WORKING AS FREE ADVERTISEMENT FOR THEM. PLEASE HELP, I FILL LIKE I'M BEING TAKEN ADVANTAGE OF. THANK YOU BBB.

  

  Business response

  11/18/2021

  We are in communication with Mr. ******* regarding his request for a referral fee. Mr. **** ******** the VP of Sales and Marketing copied on this email is working to resolve this matter soon.

  
  

  
  

  Regards,

  
  

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

  www.sunlux.com

  

  Business response

  11/24/2021

  SunLux contacted Mr. ******* to discuss the referral compensation claim. The lead source was verified as a third party lead and we have no evidence of Mr. ******* referral. However, after speaking with Mr. ******* we have decided to pay out the $500 Referral fee. Mr. ******* can expect a payment within the next 7 -10 business days.

  
  

  Should you have any further questions please feel free to reach out.

  
  

  Regards,

  
  

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

  Customer response

  11/25/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 161**805, and find that this resolution is satisfactory to me.

• Initial Complaint

  05/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sunlux ruined the structural integrity of our home. They cut through and removed the structural top plates of our home. They then tried to cover it with stucco before the inspector could come. Luckily my husband is in the trades and saw what they did. It has been 2 months with the structural integrity of the house compromised and the side of our house open to bugs and pests. Not to mention 2 more months without solar. They have not fixed it and they dont seem to care.

  

  Business response

  05/19/2021

  Electrician ( no longer employed by SunLux ) cut through the top plate during the upgrade to run the riser. Customer was not okay with this, and neither were we. 

   

  Engineering reviewed the issue with the structural integrity of the cord that was cut. Solution was engineered adding two Simpson tie straps that go across the cut section. Plans were submitted to the AHJ and Approved. We were onsite on May 4th to make the repair. Customer's son in-law did not agree with the structural engineers bracing and stopped the work. I spoke with the homeowner's son in-law, and we decided to meet onsite on May 7th to discuss his concerns in person. **** and I met with the customer, wife, and son in-law,  and came up with an amicable solution. The riser in the wall will be rerouted to run on the surface of the wall. The piece of wood will be nailed into the cut cord and the straps will be installed per engineered plan. Customer has been updated throughout the process. Repair is scheduled for May 27th, SCE will unlock the meter on the 26th. 

   

  If you need any more information let me know. They were happy after we met, hopefully they will remove or revise the review.

*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. ↩