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:08/23/2023

  Type:Delivery 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.

  We have contact the company several times to see why the panles aren't producing enough electricity and every time we call it sends us to voice-mail. We have left messages and still no call back

  Business Response

  Date: 09/05/2023

  Last communication with customer was on January 4, 2023 about his system. We went over his monitor which he also has access as well and showed that the system has been producing properly. We have not received any other calls from ************. However, we did try to reach out to him and got his voicemail and left a message to call us back with any questions. We have not received any response from him yet. We also checked his system and it is still properly working. 

• Initial Complaint

  Date:08/01/2023

  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.

  this company charged me 30k $ for the solar they installed and the solar is not working am trying to reach them for help, they are not helping me. the equipment they provided is solar edge and suppose to have 25 years of warranty and the sinusoid company is not helping me in anyway. i am a disabled person and they took advantage of me. i dont know who to turn into

  Business Response

  Date: 08/02/2023

  Sunuso Energy's top priority is ensuring the best possible care for all customers. When **************** contacted us for a service call, we realizing that we do not currently offer service in ************, so we advised him to contact a local company instead. We explained that the service fee he would have paid to Sunuso Energy could be better utilized by hiring a local provider.

  The system in question was installed five years ago, and ******************** inverter is still under warranty. Should any issues arise with the inverter, Solaredge, the manufacturer, will provide him with a new one for replacement. Understanding that servicing ******************** system from their location would incur significant costs due to the distance, Sunuso Energy opted not to burden the customer with higher expenses and recommended a local alternative instead.
  

  We demonstrated our dedication to customer welfare by offering appropriate advice, considering the system's warranty and cost-effectiveness, and ensuring that **************** receives the best possible service for his solar system needs.

• Initial Complaint

  Date:07/11/2023

  Type:Order 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.

  In November 2022 Sunuso Energy offered us the position of solar panels which were going to save us energy and a lot of money in the monthly energy bill, and also gave ** a credit in our taxes and the insurance of the house was going to go down, we liked this service, and we were agreed to start the process. They gave us many guarantees of the service and the panels that they were going to put on our roof, of course first with an inspection of the roof, which they did without even looking at the ceiling, our tech is original since the house was built around 23 years.Finally on February 1,2023 we received all the documents via email to sign the contract with Sunuso Energy which says that they began approximately the posture of the energy panels on February 2, 2023 and ended approximately March 26,2023 . They were delayed and delayed, we had a trip out of the country on May 4, 2023 and so we communicated it to the agent *************************** who was in charge of our purchase and with phone ************ and **************. And we also asked him about the life of the roof since we were worried about that part a lot, but he insisted that our roof was perfect and that there was no problem since the company responded in case of a problem caused by the energy panels; This ******************************* called us to threaten us saying that he trying to call us 90 times and we didnt answer, ******** Chileuitt ( me) answered to him that it was a lie as we didnt have any of his calls as a missing calls or so. Also ******************************* at tel ************** was in charge of our contract, and she disappeared.On May 3, 2023 in the afternoon a lady called us who unfortunately did not tell us her name to inform us that on May 4 (date we traveled) they would begin to put the panels, we told her that it was impossible since in the set where we live they do not let them enter without calling us and that we were not going to be to monitor the good posture and the conclusion successful work contracted. This very rude lady threatened us that we should accept or we had to pay $ ***** dollars if we did not do it already, we were already traveling practically on May 4, 2023. And we also told them that we could not answer the phone to authorize entry because we did not get calls outside the country and that they should wait for us to arrive, when we arrived 20 days later we tried to communicate, with all the agents who attended us, to all the phones we have and it has been impossible we have tried to communicate with everyone, with the company in ********** it has been impossible, on June 15 we received a letter that says we have to pay the ***** dollars or we were going to put a lien in the house for non-compliance, with a compliance date of 3 days although the letter arrived 6 days later we continue trying to have contact with the company but it has been impossible. We do not believe that we should pay that amount of $ ***** since the contract does not say anything about this in case of cancellation, I also wanted to install these solar panels on an old teco of about 23 years and that has no future life of more 1-3 years, our neighbors almost all are changing the roofs because they are too old and Started to have leak. Who dont know and we couldnt find who is the company who install the solar panels , who can be responsible in case that any problem happen, the company didnt give us that information even we asked many times at this time we still dont know.This is a company that want money over anything ( ouroof wasnt good fit to install the solar panels ) but still the were ready to do it, the dont honor anything that they said to get a contract, even with the documents they dont honor anything a big liers.******************** Chileuitt 1 Address *************************************************************************** Phone: ************ Email: ********************

  Business Response

  Date: 08/02/2023

  Sunuso Energy aims to provide excellent customer service and support by ensuring timely installations. To achieve this, you have a policy in place where all necessary documents are notarized before starting the project, and the company incurs the initial costs instead of the customer paying out of pocket.
  

  However, if a customer decides to cancel the job after company has incurred all the costs and obtained the necessary permits, our policy dictates that the customer will be responsible for covering those incurred costs. It seems that this customer waited until the project was ready for installation before deciding to cancel, which unfortunately led to the incurred costs being passed on to them.
  

  It's essential for customers to be aware of the terms and conditions outlined in their contract, including the timeframe for canceling the job without incurring penalties. By adhering to your company's policies, Sunuso Energy aims to manage costs and provide a consistent level of service to all its customers.
  

  If you have any further questions or concerns, please let me know, and I'll be happy to assist you.

• Initial Complaint

  Date:03/22/2023

  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.

  They installed me some solar panels like a year ago at first they didnt install me the monitor to monitor all my panels after like a year later and then when they stalled the monitor the panels stop working its been three months that Ive been paying a lot of electricity, plus on top of that the solar panels built And Ive been trying to contact them they answer but theyre not fixing my issue. Its been three weeks since then and all they tell me is we are working on it every day the Paz Im spending money on electricity but the panel the solar panels are not working. I am tired of asking them to fix it and theyre not doing anything about it so Im asking please for your help .

  Business Response

  Date: 03/24/2023

  We at Sunuso Energy pride in providing excellent customer service to all our customers. We understand that when the customer initially purchased his solar system, a monitor was not included. However, we wanted to ensure that our customer had the best possible experience with our company, so we provided him with a monitor free of charge in October. Additionally, we were happy to troubleshoot his system at no cost, and we were able to make sure everything was up and running smoothly. Recently, customer contacted ** to report that system was not producing. When we checked his monitor, we noticed that some panels were not reporting. However, we assured him that it doesn't necessarily mean that the system is not producing energy. We explained this to customer, and we are in communication with the manufacturer to resolve the issue as quickly as possible.  

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19594840
  
  I am rejecting this response because: 

  Firstly, the job has simply not been completed as you can see in the photos I have attached for you. Secondly, every time I finally get ahold of someone to fix them they say they will return to complete the job but never show up on time or simply dont show up at all. Its extremely irresponsible to have someone paying for services they arent receiving. Its been four months that Ive been paying for the panels and four months that they havent worked, so I believe I should be compensated for some of that time at the very least. The problem has not been even mildly resolved and its extremely agitating. Lastly, I had to wait 6 months for the monitor that is supposed to be included with the solar panels, and after finally receiving the monitor they were saying that they gave it to me for free, but it was part of the package originally anyways, so to say that they were doing me a service by giving me the monitor for free was simply a lie.

  This is an unacceptable way to run a business and I will not stop until I see actual results, because this is just sad. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/10/2023

  We at Sunuso Energy pride in providing excellent customer service to all our customers. We understand that when the customer initially purchased his solar system, a monitor was not included. However, we wanted to ensure that our customer had the best possible experience with our company, so we provided him with a monitor free of charge in October. Additionally, we were happy to troubleshoot his system at no cost, and we were able to make sure everything was up and running smoothly as stated last time. We have also been monitoring his system and everything is working as it should be. If customer needs any additional assistant they can contact **. 

• Initial Complaint

  Date:02/09/2023

  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.

  My mother sign contract November 2021 they assure her the panels would be install and working by end of year. They also told her she would be able to report with her 2021 Income tax. First lie, they said due to short staff they would not be able to install till January 2022 due to this she would not be able to claim in her 2021 taxes. January 2022 was last time any work was done on the panels so as of today 2/9/23 they are not working. We have made several calls have got the run around and finally yesterday spoke to a very unprofessional SUPERVISOR ZED and she told me this is the first call and first time hear about this issue I told her as as supervisor do you not verify that all orders are complete she could not give me an explanation she did advise they would send someone out today I told her I NO LONGER WANT THEM AND TO COME GET HER PANELS AND REFUND ME BACK FOR THE 10 MONTHS WE HAVE BEEN CHARGE FOR SOMETHING THAT SHOULD HAVE BEEN INSTALL AND WORKING OVER A YEAR AGO she adv we are screwed out of luck and we have to deal with it I do not think this is fair they did not follow tru with their contract and I should be able to get a refund and break this contract and they need to come get the panels and repair any damage they have done to my roof after installing the panels as many other complaints that I read confirm my complaint they never answer or return call back all they want is our money and that is it We are very unhappy with the customer service and no longer want to use this company and we want a full refund and for them to come get the panels

  Business Response

  Date: 03/24/2023

  At Sunuso Energy, we understand that providing exceptional customer service is crucial to maintaining positive relationships with our valued customers. We are dedicated to resolving any issues that *** arise and ensuring that our customers feel heard and valued.
  Recently, we received a complaint from the daughter of one of our customers. Although the complaint was not from the primary customer, we take every concern seriously and believe it's important to address all stakeholders involved.
  We have been in communication with the customer to ensure that any issues are resolved promptly and to their satisfaction. Our team has taken the necessary steps to understand their concerns and work towards a resolution that meets their needs.

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My system stop working since Nov 07 2022, after troubleshooting, I reached right away to the company to get it fix. **************** was great, I received the parts the following week and reached out again to let them know and set an appointment for replacement. Today is 13Jan23 and still have not fix the issue. My last bill was $903. Several phone calls and emails went out as well.

  Business Response

  Date: 03/10/2023

  At Sunuso Energy, we take great pride in our commitment to providing exceptional customer service and addressing any issues in a timely and efficient manner. Customer had a faulty inverter and we are pleased to inform that the delay was due to the manufacturer sending out a new inverter that was covered under warranty. As soon as the replacement arrived, we promptly installed it and ensured that the system was up and running. We would also informed the customer that if their receiving a high bill from their utility company, it is always advisable to contact them and inquire if they are using more electricity than what the solar system is producing. While solar energy systems can greatly reduce your reliance on the grid, it is important to ensure that their energy aligns with the energy their system is generating. 

  Our team at Sunuso Energy is always available to assist the customer with any questions and concerns they might have about their solar system. If they require any support or advice on managing their energy usage, they can contact us. 

  Customer Answer

  Date: 03/15/2023

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

• Initial Complaint

  Date:12/20/2022

  Type:Billing 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.

  This company's practices are disgusting. I've attempted numerous times to call them, to email them and all they do is ignore me. I need them to help fix these panels that have not been connected, and PG&E is charging me over a thousand month. They KNOW this, and they don't care. Firstly, they came to me under false presences, that they would help me and facilitate the termination of the panels i already with another company and turns out, this isn't true. they can't do that. They lied to me saying that they could, but hey. shame on me for trusting them right. They washed their hands of it, they didn't provide a converter they should have that monitors the usage. Its been three years!! ********. then they ignore my questions, and my calls, and my emails. WHY? because they a re *****! all the salesmen that initiated the contract don't even work there, they have no consistency. always new people not knowing what they are doing. DO NOT BUY FROM THEM. Don't trust these people. they are only after your money. They will always refer you to the lender for the panels they didn't even let me know I was signing paperwork to buy them. They provided "details" after the fact. I can't ever get a hold of anyone, they pass me on to people that don't work under sunuso, they can't help me.. waste of time and money. I still don't know what I will do.

  Business Response

  Date: 02/20/2023

  Sunuso Energy take all customer feedback seriously, and it is our intention to insure we resolve any concerns or issues you may have.  We would like to make sure you experience the highest standards of our ************* Department. 
  At **********************, we are proud to have more than a thousand happy customers in your area who are receiving all the great benefits of going solar. Our technicians have visited your residence several times to troubleshoot the system, absolutely free of charge. Despite this, if you are still experiencing issues, we would appreciate the chance to speak with you directly and address the specific problems you've encountered.
  
  Our team is committed to not only resolving your issue, but also making sure you are as thrilled and happy with your solar panel system as our other customers in your local area. Could you please reach out to us at our ************* Department at ************** so we can assist you and resolve any outstanding issues?
  
  Thank you for bringing this matter to our attention. We are committed to providing excellent customer service, and we hope to have the opportunity to serve you better in the future.

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19316386
  
  I am rejecting this response because:

  I am in the middle of trying to solve tje issue. Someone FINALLY reached out to my direct complaint. Hopefully we can come to a solution. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/22/2022

  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.

  Back in September of 2022 a representative came to my house and explained about their SUNUSO solar panels. He said it was only a meeting for me to get information about their product.
  Unfortunately they have trained, business liars that coerced me into signing a contract. I explained to him several times that I didn't want to do this, because it is too expensive. The sales man assured me that I can CANCEL at any time. However, he never told me I had to cancel within three days and in writing. (I thought he would cancel this because I expressed over and over that we didn't want to proceed)!
  This company has probably done this to TOUSANDS of people, and it's not fair!! They should be held accountable for their unfair practice. Now they are telling me that I have to proceed, or they will put a LEIN against my home. (My family's home for so many years :(. It's despicable what they are doing to my family and I).
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 8, 2022/12/20) */
  This account is not active on our side, it is cancelled due to unpermitted electrical work done in the property which is a problem with city inspectors. Customer knew about the unpermitted electrical work that had been done but never disclosed to us.
  
  
  Consumer Response /* (3000, 10, 2022/12/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I see that SUNUSO replied with "this account isn't active on our side".
  Can SUNUSO provide me a letter stating this?____Can they please send me in writing that they don't have a LEIN / and will NOT put a LEIN against my home?____
  SUNUSO please send me this information in writing. I need to see in writing that SUNUSO doesn't have a LEIN against our family home. We would truly appreciate if the SUNUSO company would provide this in writing.
  Thank you!
  
  
  Business Response /* (4000, 12, 2023/01/04) */
  Sunuso has cancelled this project. This customer has done unpermitted electrical work and we can not proceed. They need to be compliant with the city codes before proceeding.

• Initial Complaint

  Date:10/25/2022

  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.

  Sunuso company is quickly to approve credit and install solar panels, but their customer service and response time is horrible and unprofessional. This has been so since the beginning.May of 2022, there was a hailstorm in the service area. *********************** has approved for roof to be completely replaced. I have been trying to contact Sunuso for 4 weeks about this matter, they have been informed multiple times. I can't ever get in contact with a service rep because it seems like they constantly have new people and always have to leave my info just for them not to call at all. In Sunuso's contract, it states that they will remove and replace solar panels for a set amount due to their limited warranty. This is an urgent matter that needs to be addressed quickly by Sunuso. The integrity of my home has been compromised and needs to be repaired.

  Business Response

  Date: 12/20/2022

  Sunuso Energy's number goal is to make sure all customers are happy with their service. We have been in communication with the customer and have sent out a tech a couple of times and customer has either not opened the door or hasn't been home. We will contact him again to send out a tech to look at what he needs done with insurance company so we can assist.

  Customer Answer

  Date: 12/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company just copies and pastes their "motto" as a response to every bad review.
  
  Your number one goal is people's money in your pocket.
  
  The company has not tried to reach me either by phone or at my home. Apart from horrible service they are also liars.
  
  They will not try to contact me "again", because they haven't even begun to.
  
  I had to pay an external party for something they state in the contract they are responsible for.
  
  I do not accept the companie's response.

  Business Response

  Date: 03/17/2023

  Sunuso Energy's number one priority is to make sure all customers are satisficed. Unfortunately, customer had another company uninstall and reinstall the system.. We have been in communication with the customer and informing him that there would be a fee associated with our visit and it is necessary to charge a fee for the system check, such as the need to additional time and resources to investigate and potentially repair any issues that *** have arisen due to the uninstallation and reinstallation process.

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19325529
  
  I am rejecting this response because:

  The company now wants to charge me a fee for the services they claim in the contract that they are responsible for.

  The issue has been ongoing since before removal of panels happened. The system was malfunctioning before roof was replaced and company never answered or called back. Now, that the roof has been replaced they claim that the issue is happening because of the removal and reinstallation of panels by the roofing company to rid themselves of any contract responsibilities.

  Horrible customer service, horrible response time and terrible liars. At this point, it is buyers remorse that I have to deal with such an unprofessional company and that nobody will hold them accountable.

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

• Initial Complaint

  Date:09/22/2022

  Type:Product 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.

  Hello,
  
  I had my solar panels installed back in April 2021. I was not told that they needed to "charge up" for 2 months in order to start working. But after my first month of not seeing a change in electric bill this is what was told to me. After the 2nd month, I was told 3 months to "charge up". After not seeing a change in billing I kept calling and calling to get someone to come inspect them especially since the installers didn't completely finish. They said their manager had to come and install the modem and program it with a phone app. This was supposed to happen within a week of installation (it never did).
  I spent 8-9 months calling Sunuso Energy to speak to someone to come and look at my panels. The points of contact were 2 specialists named *******s'. After getting nowhere the new point of contact became ***. *** was going to get someone to come out and checkout my solar panels. In April of 2021 a third party inspector came and revised the panels and commissioned them. Meaning he actually TURNED THEM ON. For a full year the panels had NOT BEEN COMISSIONED, meaning they were not producing ANY POWER! However, he was only able to commission 2 because they were not properly installed! He couldn't do more than that because it required the original 3rd party company who initially did the install to come out and rewire. *** was made aware of this and arranged for the crew to come out and rewire everything. She made an agreements with me to reimburse me for the 12months that the panels were not commissioned. The modem for me to check the status of my panels and their effectiveness is still to this day not been installed. I cannot get a hold of *** anymore and my panels were only properly working for 1 month before they again stopped working. I simply want this issue resolved. I am paying 2 electrical bills under false pretenses from Sunuso Energy who is scamming people with non working technology.

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Sunuso Energy priority is to make sure all customer's are satisfied with our service. We have been trying to contact ************* several times via phone calls and emails, however we have not heard back from her. In order for us to help her she needs to return our calls or emails and we will be more then happy to address any issues she has.