ComplaintsforHomeTalk and Suntalk Solar

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ********************* came to my soliciting rooftop solar systems. On 4/9/24 I was amazed at the sales pitch. I signed the papers agreeing to purchase the system.On 4/9/24 at 9:35pm I received an email form EnFin stating that I needed to upload and confirm my proof of title. If your title verification is not supported by the documentation uploaded, the contract will be void. I spent hours looking for that Deed but was not able to locate it.(please see enclosed attachment) I did inform ********************* of this. I decided to let the contract expire.Three of the top reasons why I originally decided to purchase solar from *********************.I was told by ********************* on 4/9/24that *********** was going up 17% a year. I later learned that it was less than 4%. I feel that she was not being truthful with me. Please see her note in the enclosed attachment.She told me that there were only 78homes left that could benefit from 1-1 Net Metering.I later discover that this is not the case.She gave me the impression that I could get the full Federal Tax Credit within 2 years. It would take me a number of years before I could qualify for the full Federal Tax Credit.Another reason why I decided not to do business with ********************* is that she never disclosed to me that I would be charged over $10K extra just for financing this loan. Even though she knew that I had just cashed in my *** savings that morning and that I would put that cash toward the purchase price. And that I didnt feel comfortable paying 5.99% interest. I feel that she should have been more transparent by letting me know what this loan was costing me.Today 4/26/24 *********************** (Project Manage) called me today requesting that I pay $545.47 for project cancellation (she later sent me an invoice as well). As stated above I feel that the contract has already expired by notfinding anduploading the titleverification and the supporting documentation.I am request that I am not charged the $545.47

  Customer response

  04/27/2024

  Sales Agreement attached

  Customer response

  04/27/2024

  Sales Agreement attached

  

  Business response

  04/29/2024

  Thank you for reaching out! SunTalks cancellation policy is laid out in section 6.1 of the contract, which was initialed by the homeowner during the contract signing. It states, You have the right to cancel this agreement if you so wish and this right can be exercised by delivering a Cancellation Note in writing to seller within the period of 3 days starting on the date on which the agreement is signed by you. After that 3 day period,you are responsible for any costs incurred on the project up to the point when the project was cancelled. This is because, by signing the contract, you made the request for SunTalk to start the work to obtain the design, permitting, and materials so that we could install the system for you. SunTalk completed a site survey where we took measurements and photos for the system design, completed a permit design package, got the required structural engineering for the solar design, and paid for and obtained the permit for your project. All of these costs are costs that SunTalk cannot get refunded, so that is why we have the policy in place that, if you do choose to cancel, SunTalk be paid for the incurred costs we spent getting the project as far as we did. While its unfortunate that you werent able to find the title document for your home required by the financing company, we are happy to work with you on identifying other means to finance or pay cash for the system. However, per section 5.4 of the contract, SunTalk is not responsible for obtaining financing on behalf of the Customer, so not being able to secure financing does not absolve the Customer from the responsibilities set forth in the contract. Please feel free to give us a call if you have any additional questions. ************. 

  Customer response

  04/30/2024

   
  Complaint: 21632274
  
  I am rejecting this response because:

  Thank you for your attention to this issue!
  I do understand your point about the notice of the right to cancel, as laid out in section 6.1 of the contract,. The point Im trying to make is according to the email that I received that same day, April 09, 2024 from EnFin stating that I needed to upload and confirm my proof of title. IF YOUR TITLE VERIFICATION IS NOT SUPPORTED BY THE DOCUMENTATION UPLOADED, THE CONTRACT WILL BE VOID.
  I lost faith and confidence in your company. You were not transparent with me nor were you completely honest with me. I still want Solar on my home. I dont feel that I can trust your company.
  Even though I spend hours looking for a document that is about 30 years old I know that I could obtain a copy of that document. I would have gone that route if I was able to have confidence in your company. I would rather pull out of a deal now than to have headaches and regrets later on after giving you thousands of dollars.
  You stated not being able to secure financing does not absolve the Customer from the responsibilities set forth in the contract That was never an issue. The issue was you adding over $10k to my loan and not telling me. ********************* apologized afterwards, but that is inexcusable. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *******************, I was born overseas, I speak very little ************** cannot read or write the English language. Few days ago, people from a company by the name of Suntalk came knocking on my house door. They made me believe that they work for Xcel, my electric company.I did not know why they came to my house, but they made me believe that it is mandatory for me to sign some papers from Xcel. I could not read what they made me sign but they assured me that it is routine public work from Xcel and that I am required by law to sign these papers. So, I did sign some unknown papers per their directive, as I was afraid that If I refused, I would get arrested! Few days later, a friend of mine called Xcel and we discovered that these people do not work for Xcel and that they misrepresented themselves. I was very unhappy, and I immediately called Suntalk and asked them to cancel everything that they made me sign. Suntalk refused and they demanded that I must pay them $5,000.00 if I want to cancel! Thereafter, these people kept calling me several times every day, they kept calling me at work and at home threatening me to pay them $5,000.00 or else I will be in big trouble! I write to ask for assistance from the Better Business Bureau, as I was clearly duped into a scam orchestrated by Suntalk and its representatives. Please have Suntalk stop calling me, to stop harassing me, and to stop trying to extort $5,000.00 from me.

  

  Business response

  02/09/2024

  Our sales team confirmed that they did not represent themselves or any paperwork signed by the homeowner as being part of Xcel. All of our paperwork has SunTalks name and electrical contractors license number clearly displayed. Throughout our interactions with ******, he showed all signs that he understood the process. He explained to the sales person that he met with that he wanted to be sure he was meeting with a reputable business before sitting down with them, so he looked up and read customer reviews first to confirm. He also let his sales person know that his second concern was that he was getting enough solar panels to offset his usage; hed even met with a few other solar companies and told the sales person that hed removed a tree with the purpose of increasing his solar access. The sales person had two, 2-hour visits with him to go over his goals for the solar and his usage, during which he took down notes and asked questions. After that, ****** read the contract for the installation and initialed the cancellation policy laid out in the contract.
  
  He completed a Welcome Call with the financing company in which they verbally confirmed with him that he understood the terms of the loan, as well as completing the written loan paperwork and submitting all of the documentation for the loan approval. When we emailed the homeowner an update that their permit was ready, he wrote back just a few minutes later saying, I dont have any other questions at this time Thanks! When ****** called us to cancel the project, his voicemail said, I changed my mind, I dont need any more solar for my house. These responses and our interactions with ****** indicate that he understood that he had a contract and a loan for SunTalk to complete a solar install for him, but he changed his mind and didnt want it anymore. This is completely within a homeowners right to cancel a solar project. However, a cancellation after the 3-day grace ****** from signing the contract does result in a cancellation fee. 

  Customer response

  02/09/2024

   
  Complaint: 21263352
  
  I am rejecting this response because:

  They came to my house presenting themselves as if they were affiliated with ************ my electric company.
  
  Since my command of the English language is very limited, I thought that their visit to my house is required by Xcel rules or by law, so I let them in.
  
  Most of what they said I could not understand, but it looks like they were talking about ******************* to my house, some kind of annual inspection by Xcel to all homes in the area.  That is the best that I can understand from their talking.
  
  They were at my house for about 15 minutes, and at the end, they directed me to sign some papers, I do not read or write English, so I did not know what I was signing but I trusted them that they were affiliated with Xcel, so I signed.
  
  They made me believe that what I was signing is just a report showing that they did their Xcel inspection for my house.
  Few days later, a friend of mine, who can speak better English called Xcel to find out what that inspection was for, to our surprise, Xcel said that they did not send anyone to my house to do any inspection.
  
  Immediately thereafter, I called this company and asked them to void everything that I signed and to send these documents back to me.
  
  They refused,and then they stated that I owe them $5,000.00 for cancelling a solar order!
  
  I told them that I did not order anything from them, and to cancel and return all documents that they made me signed.
  
  They refused and they  sent me their invoice for $5,000.00!
  
  I did not take anything from these people, and I do not know why they want to charge me $5,000.00!
  
  Please help.  Please order these people to stop harassing  me and to stop their extortionate attempts to steal my money.
  
  Thank you

  
  
  Sincerely,
  
  ****** Letebo

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted SunTalk 9/2022. *** salesman 9/30/22. Explained our needs -Solar and backup. We asked for a system with battery backup to run our well, a few appliances and heat during power outages. The salesman said they were looking into a battery option that would fit our budget. 2/22/22 they came up with a battery at a great price. We agreed to price $32,768. During our visit, he contacted the head of SunTalk and discussed the battery offered and determined the battery would fit our needs of running the well pump and 3-5 other circuits - Freezer, refrigerator, heater. They asked for $9,830.40 deposit. On 3/23 they asked which 3-5 breakers that are 20A or lower we would like backed up. 3/31 they sent the design for our review. 4/3 they submitted the design to ************ & was working on Adams County permit approval. Stated once they got the approvals they would be ready for install.4/18 they got the approvals & have everything they need to install. 4/20 the electrician wanted to review project again before install. 4/21 they said electrician determined the well pump would demand a large amount of the battery's back up power so the battery could only support one other 15A breaker. Gave us the option of backing up the furnace or freezer, or back up all the chosen circuits but not the well pump. We let them know this is not the system we were promised by the salesman and the head of the company and it does not fit our needs. 4/26 after several back-and-forth emails the project manager offered 3 options. 1- a larger battery for a larger cost. 2- stick with the design and only get 1 circuit backup. 3- drop the battery from the design. We explained these options don't fit our needs. They have offered band aid solutions that is not what we were promised. 6/6 we request our deposit back and again on 7/5. 8/3 we received a check for $7,588.51. $2,241.89 short of a full refund. We can provide extensive ************ documentation that doesn't fit in this limited space.

  

  Business response

  08/08/2023

  Hi ***, Wed like to provide more context that appears to be missing. This system was originally contract as a solar system only, but when you were looking to add a battery-back up component, we provided pricing for a couple of battery systems. None of those prices/systems appealed to you, so we offered a solution we had on hand that could support a smaller amount of loads like the refrigerator and outlet that powers the router. Once a contract for that system was signed, we moved forward with permitting, utility approvals,and the purchase of all materials for that system. You then made it clear that backing up a well pump in addition to the fridge and internet was a priority for you, so we worked with you to identify other solutions that might back up all of those loads. However, other solutions with larger load capabilities involve price changes, and you let us know that you were not interested in paying more for a solution that would back up more loads. We proposed dropping the battery from the contract and going back to the original contract that was solar only, but that was not an option you wanted to pursue either. We then provided another battery solution that would back up all of the loads youd requested and that we could offer for no additional charge, but you let us know that you did not like the brand because they made a different battery product you took issue with. We explained that the one you took issue with was a different battery solution, not the one we would install, but at that point you requested to cancel the project. Per the contract, a cancellation after 3 days of signing results in the payment of incurred costs. Those include the cost of the permit, the utility interconnection fee, the permitting packet, structural and electrical engineering letters and stamps, and the labor for staff to get this project ready to install and then work with you to identify other options.It does not include any of the material we purchased or a cancellation fee, and only represents the costs that SunTalk spent to work on your project that we cannot get back. This policy is laid out in the signed contract. 

  Customer response

  08/09/2023

  The company's response is not accurate and is misleading. Apparently, someone who was not involved in this project responded.  I have many texts and emails to confirm and verify the following information.  Some of the emails I have included below this paragraph, screenprints of some texts are attached.  On Sept 30, 22 the salesman came to our residence. I explained we need a system to run our well and appliances in the event of a power outage.  That was our goal from the start of this project. He did not tell us we would still lose power in the event of a power outage without a backup battery.  Approx a week later we were made aware of that fact and he did not offer that in the contract. I contacted him and he spoke with *****, who suggested a Sonnen battery but needed our well pump ** to ensure the battery would fit our needs. I gave them the ** on Oct 12. We didn't hear back until I inquired Nov 2 in which they responded they weren't getting a response from Sonnen and the last thing they wanted to do was offer a solution that isn't compatible with our setup. We didn't hear anything from them until Jan 31 ***** when I got a text from ***** saying the battery was not workable and ***** recommended another battery with a higher cost. ***** came out to our residence again on Feb 22. Stated a great battery at a great price had come available and claimed it would back up our well and 3-5 other circuits. He called ***** while at our residence and confirmed the battery would fit our needs. At that time, because they assured us they had a battery that would cover our needs, we gave the company a deposit of $9830.40. We would not have given a deposit if the system was not going to fit our needs.  A March 23rd email indicates the designer was working on finalizing the design and we were asked which 3-5 breakers we wanted backup up by the battery. We provided a picture of the breakers that needed backed up, indicating each with an X.  March 31 we were told the design was ready for our review. April 3 we were told the design was submitted to ************ and the Adams County permit was being worked on. April 12th we were notified the permit had been approved. April 18 we were notified ************ approved the application and the scheduler would be contacting us to set a date for install. April 20 we received an email stating the electrician wanted to give the project one more review before install.  April 21 we received an email stating the electrician finished the review and the battery could not support what items that they promised. This company has a professional team of designers, electricians, installers etc that put this project together. It is their responsibility to know a system will work before permits and approvals are complete and ready for install. Why would a company wait until they got to the install before determining the system they sold would not work? This negligence is on SunTalk. They are supposed to be the experts, they had all the information needed to set up a system for us. At this point, the options they offered were not acceptable and did not fit our needs which were clearly communicated. They offered a more expensive battery, or only backing up just one circuit, or drop the battery all together which isn't the reason we were purchasing solar. The next solution they came up with was a different battery from ******, who wouldn't respond to the first inquiry last October/November. This battery solution had to be kept at ********************************************************************************************* our garage - taking up much needed space and there was no guarantee it would keep the battery at 41 degrees.  All band aid solutions the company said they "think" will work. The solutions they offered do not align with any of the terms we agreed upon.  They cannot provide what they promised and therefore should refund the entire deposit. I want a detailed explanation WITH receipts of the charges. 
  Here are many of the email correspondence between us and the SunTalk. 
  On Thursday, March 23rd, 2023 at 10:21 AM, *********************** <********************************************************> wrote:
  ******,
  I touched base with our designer, and he is working on finalizing this design! I should have that back for you soon to review. Once we have that design, we can submit for the utility application and the permit application.
  In the meantime, we can start looking at what loads youd like to be backed up by the battery. Those are typically 3 5 breakers that are 20A or lower. Typically homeowners select things like the refrigerator, some lighting, the outlet that powers the router, stuff like that! Im attaching a photo of the breaker list from the panel in the garage for reference. Just let me know what breakers youd like to have backed up in the case of a power outage.
  Thanks,
  *********************** | Project Manager |SUNTALK
  From: JoyStallsworth <***************************************************;
  Sent: Sunday, March 26, 2023 11:22 AM
  To: *********************** <********************************************************>
  Subject: RE: *****/***************************** Solar Project
  Hi *****, 
  Thank you for the update. I've attached a photo of the breakers we would like backed up by the battery. I put X's in black sharpie next to the description of what the breaker runs. Please let me know if you have any questions. 
  Looking forward to hearing from you on the next update.
  Thank you,
  Joy
  On Friday, March 31st, 2023 at 8:29 AM, *********************** <********************************************************> wrote:
  ******,
  Ive got the design and mock up ready for your review! Im attaching it here. The first page shows an overview, and the following pages show the mock up for the conduit path getting up to the panels and the layout for where the equipment will go. Let me know if you have any questions about it!
  Now that we have the design, Ill also submit the utility and permit applications. Ill send over a DocuSign with the ************ application for your signature here in a bit. ************ takes just a couple of weeks for their reviews. Ill also submit the permit application with Brighton. They are taking about 4 5 weeks for review. Once we get those two approvals, well be ready to install!
  Let me know if you have any questions,
  *********************** | Project Manager |SUNTALK
  On Wednesday, April 12th, 2023 at 10:40 AM, *********************** <********************************************************> wrote:
  ******,
  Great news! Adams County let us know that your permit is officially ready to issue! That means that the last thing we are waiting on is the approval from ************. Im expecting to get that back soon. Once we get that last approval, we can get you on the schedule for install.
  Let me know if you have any questions in the meantime.
  *********************** | Project Manager |SUNTALK
  On Tuesday, April 18th, 2023 at 8:17 AM, *********************** <********************************************************> wrote:
  ******,
  Alright! ************ let us know that your application is officially approved, so weve got everything we need to schedule the install. Ill send the job information over to our scheduler, and h*** be reaching out in the next week or so to identify some good days to get started. Let me know if you have any questions in the meantime!
  Thanks,
  *********************** | Project Manager |SUNTALK
  On Thursday, April 20th, 2023 at 8:25 AM, *********************** <********************************************************> wrote:
  Hi Joy,
  Quick update: My electrician wants to give the project one more review before we start the install, so he is working on that and then will give our scheduler the cue to begin scheduling. That will be done soon, and then we can get the project on the schedule!
  Thanks,
  *********************** | Project Manager |SUNTALK
  On Friday, April 21st, 2023 at 7:11 AM, *********************** <********************************************************> wrote:
  Hi Joy,
  Alrighty, my electrician finished his review. He was looking at the back up loads that we identified, and he determined that the well pump would demand a particularly large amount of the batterys back up power. Because of that, the battery can support either the well pump and one other 15A breaker (so, the furnace or the freezer, but not the refrigerator/kitchen plugs breaker since thats 20A). Or we could back up everything but the well pump (so the furnace, freezer, and refrigerator).
  Can you let me know how youd like to proceed?
  Thanks,
  *********************** | Project Manager |SUNTALK
  From: JoyStallsworth <************************>
  Sent: Friday, April 21, 2023 4:38 PM
  To: *********************** <********************************************************>
  Subject: RE: SunTalk - Utility Approval!
  Hi *****,
  Miles indicated that battery would handle the well, freezer, refrigerator and heater. When ***** was here going through the system, he called *********************** and confirmed the battery - ** RESVIOH would handle those circuits. Also, we were asked which 5 circuits we wanted backed up.  Now it has changed to ****A breaker?  This is very disappointing that we were expecting to get our needs met and were told it was doable with the battery and panels offered.  Now our needs are limited with the reduction. The price quoted was to cover our needs and now we are getting a system that only does less than half of that. This is not the system we spent our money on. Is there someone who can take a look at this and try to make it right.  We are very unhappy customers at this point. 
  Thank you,
  *** and ***************************;
  From: JoyStallsworth <************************>
  Sent: Tuesday, April 25, 2023 10:17 AM
  To: ***************************************
  Cc: *********************** <********************************************************>
  Subject: Re: SunTalk - Utility Approval!
  Hello,
  At the beginning of this project, you asked the size of our well pump and what we wanted covered with the battery backup.  We listed the well, freezer, refrigerator and heat. Your company has had since October to figure out what system is required to cover those needs. In our meeting on 2/22 we were assured with this battery that we would be covered. We gave you a deposit in good faith that we were getting our needs covered. Now, just before install you are telling us the system will not meet our needs.  
  During the meeting, ***** stated the battery became available and Suntalk was discounting it because the other partner was no longer operating and they wanted to get rid of them.  He did not say the battery was being specifically discounted for us. Also, during the meeting, ***** suggested we choose 5 circuits, one of which our computer is on as it is important to have during outages.
  Bottom line, this project has been a complete mess since the beginning. We thought after our 2/22 meeting that everything had been worked out to a desirable conclusion. Why wasn't this project analyzed and reviewed for accuracy before it got to the point of install, just to find out the system does not cover what was promised?
  As asked, we gave you our deposit.  We expect to be provided with the system we were told would cover our needs for the price quoted.
  *** and ***************************;
  On Tuesday, April 25th, 2023 at 10:32 AM, *********************** <********************************************************> wrote:
  Hi Joy,
  The issue with the requested loads is that they involve three items with motors, which means they need a consistent stream of energy to be powered. This in turn means that they drain the battery faster. If all of those loads are backed up to the battery, the amount of time that the battery would last would be a lot shorter than would be desired. The goal for a battery system should be to balance the number/type of loads being backed up and the time that the battery can run without utility power.
  If youd like to look at other battery system options that can back up all of those loads, I can get with my supervisor to put those together once hes back in the office.
  Thanks,
  *********************** | Project Manager |SUNTALK
  From: JoyStallsworth <************************>
  Sent: Tuesday, April 25, 2023 4:49 PM
  To: *********************** <********************************************************>
  Subject: RE: SunTalk - Utility Approval!
  *****, 
  We will absolutely not pay one more cent for a different battery. The salesman, surveyor, engineer, electrician and ***** all knew what we needed and said this battery was going to work.  As ***** stated in his text to me on 11/2/22 "last thing I want to do is offer a solution that isn't compatible with your setup". Which is exactly the point where we are now. And now this is OUR problem?! Why wasn't this figured out before you got to the install phase?  Please stop saying you didn't know this was not going to work when all of you had the required information to analyze and make an informed decision. This is an egregious incompetence and negligence on behalf of Suntalk.
  Joy and *********************************
  On Wednesday, April 26th, 2023 at 4:36 PM, *********************** <********************************************************> wrote:
  Hi Joy,
  I once heard a turn of phrase that went, "Disappointment comes from expectations." You had expectations that the battery you signed up for would back up all your desired loads, and to hear that it can't is very disappointing. I'm really sorry about that. I think the silver lining is that we're having this conversation prior to install, so there are still options we can look at.
  Option One: If you want a battery that can back up all of the loads in your list, we can put together other battery solutions that have a larger capacity. Any option for a larger battery would involve a larger cost, as you pointed out. If that's not desirable, there's option two.
  Option Two: Stick with the ** RESU10H battery and choose to either back up the well pump and one other 15A load or back up the other loads in your list besides the well pump. This would still mean that some combination of the loads would retain power in case of a power outage. 
  Option Three: If ultimately the battery just isn't what you had hoped for, you can always choose to drop the battery from the install and just go with the solar. None of the loads would be backed up in case of a power outage, but the solar would still provide that offset as planned. 
  Let me know what you think or if you have any questions,
  *********************** | Project Manager |SUNTALK
  From: JoyStallsworth <************************>
  Sent: Wednesday, April 26, 2023 6:01 PM
  To: *********************** <********************************************************>
  Cc: ***************************************
  Subject: Re: SunTalk - Utility Approval!
  *****, 
  I don't need to hear your "turn of phrase".  It is not helping this situation and is actually making this situation worse. Our expectations came from Miles and ***** - Suntalk representatives who are suppose to be experts and know what they are selling will work for the homeowner. There is no silver lining to this situation for us, as it appears you are only giving us choices that we will not accept.  Did you not understand me when I said those options would not work for our needs and we will not spend one more cent with your company?  Your company representatives are the experts on solar and back up batteries. I was told by your surveyor that the company installs a battery backup system at least once a week. A price and project should not have moved forward without your company being confident the system they were selling a customer was going to work - well before applying for any permits or getting to the install phase. This negligence is on Suntalk - not on what we expected. We would NOT have signed up for a system that would not cover our needs. If we choose option one or two, we then have to get another system elsewhere to run the other circuits we need. This is outrageous. I'm totally exasperated with going around in circles with you. This needs to be resolved without taking advantage of us - which in our opinion is exactly what is happening. Suntalk needs to come up with a solution that will work, as promised to us, for the price quoted.  We will not accept anything less and will not pay any extra. Just to clarify why the options presented will not work:
  Option one: We were told the system you were putting in would meet our needs. We should not have to spend more money because of your representative's mistakes.
  Option two: Would only give us the well and 1 other appliance - the freezer or the furnace, but no refrigerator. 
  Option three: This does not meet the reason why we wanted solar. Our concern was not having solar to reduce our energy cost, it was to make sure we have water, preservation of our food supply and to heat our house during a power outage. 
  Joy and ***************************;
  From: ***********************
  Sent: Friday, April 28, 2023 9:56 AM
  To: JoyStallsworth <************************>
  Cc: ***************************************
  Subject: SunTalk - Battery Option
  ******,
  I spoke with my supervisor, and it sounds like we may have a battery option that would allow for increased loads and now change in pricing. We are working on that now, but Ill be able to provide a better update once my electrician has more information. Ill be out of the office next week, but Ill see if they can keep things moving forward while I am out.
  One thing: This battery would need to be kept at 41 degrees F or above. It would go in the garage which appears to be insulated, and we can mount it to the wall closest to the house. If there is a time when the garage seems to be getting below 41 degrees, a space heater could keep things warm as well. Let me know if you foresee any issues with this.
  Thanks,
  *********************** | Project Manager |SUNTALK
  From: JoyStallsworth <************************>
  Sent: Tuesday, May 23, 2023 12:09 PM
  To: *********************** <********************************************************>
  Subject: RE: SunTalk - ************************************ our garage does get below 41F. In your previous email, you said we would need to run a space heater, which will add to the cost of our electric bill. Also, the space available for the battery is next to the breaker panel on an outside wall and you stated it would need to be mounted on the wall closet to the house, which would eliminate the ability to park a vehicle. In the case of using the backup battery, using a space heater would use valuable capacity for other necessities. 
  We would like the specs on this battery and also the panels. Who makes these items and what are the **** Are they solid copper backstreet or wires. 
  It has been nearly a month since your last communication. I'm assuming your electrician and engineer is looking at this option as a solution. They "think" this is the solution? We have absolutely no confidence in your company and will not accept a "band aid solution" or a solution that your experts "think" will work.  That is how we got to this point - your company trying to patch things together. 
  We first spoke with ***** on 9/30/22. Eight months later and you still do not have a system set up that you are confident will meet our needs, as promised. We provided your company with our well information and our household circuits we needed backed up (freezer, refrigerator- router is on same circuit, heat - all up to 20 amp circuits) as we were told was doable in our 2/22/23 meeting with *****. ***** collected our down payment for a system we were assured would fit our needs.  It is long past the amount of time this system should have been designed, approved and installed. 
  Regards,
  ***** and ***********************;
  From: JoyStallsworth <************************>
  Sent: Friday, May 26, 2023 7:54 AM
  To: *********************** <********************************************************>
  Subject: RE: SunTalk - Battery Option
  Elisa, 
  The Sonnen Eco 10 is only .2KWh bigger than the ** RESV10H. How can that run the additional circuits? On 2/14/23, in a text from Mile's, he stated "***** checked with the Sonnen reps and it took forever to basically not get a clear answer from them on if their battery can handle a well pump like yours". In our meeting with ***** on 2/22/23 he said the ** RESV10H was a much better battery than the Sonnen. A text from him after the meeting stated, "That's a great system with top notch components and battery capabilities." The Sonnen rep was contacted back in mid October 2022. On 11/2/22 when I followed up via text with *****, he forwarded *****'s text "We aren't getting a response from Sonnen".  I have absolutely no confidence the Sonnen battery will fit our needs and honestly would not purchase anything from a company with such poor customer service. I can foresee there may be problems with this company in the future.
  The wall by the shelves is an outside wall which is much colder. It would require us to purchase a space heater to run 24/7 during the coldest months of winter. That is adding additional cost to our electric bill. Space heaters also pose fire hazards. In the case of using the battery backup, a space heater would draw valuable energy capacity needed for other necessities. This really appears to be a band-aid solution and one we are not willing to move forward with. 
  Regards,
  ***** and *****************************
  On Friday, May 26th, 2023 at 11:49 AM, *********************** <********************************************************> wrote:
  ******,
  I spoke with my supervisor, and it sounds like the other Sonnen battery that was being thrown around in the beginning was a Sonnen Core Plus battery. This is a different Sonnen battery. It has a larger *** continuous output, which is why it can support the additional circuits. Its also an AC Coupled battery system instead of the DC Coupled battery system that the **RESU10H was. That being said, if youre not interested in that battery solution, what would you like to do?
  *********************** | Project Manager |SUNTALK
  From: JoyStallsworth <************************>
  Date: On Friday, May 26th, 2023 at 2:24 PM
  Subject: RE: SunTalk - Battery Option
  To: *********************** <********************************************************>
  *****,
  Like we said in our earlier emails.  We do not want a battery that requires a space heater.  It can be dangerous, and we would not even feel comfortable leaving our home with a space heater running, much less with a space heater running while we are asleep. The additional monthly electric cost is not within our budget either. This is Suntalk's mistake, and we feel your company should come up with a suitable, safe solution. ******** months into this project without a resolution in sight. 
  Regards, 
  ***** and *****************************
  On Tuesday, June 6th, 2023 at 10:31 AM, *********************** <********************************************************> wrote:
  Hi Joy,
  My supervisor spoke with our Sonnen rep, and they recommended a solution for keeping the battery insulated without needing to run a space heater. Basically wed build a drywall and wood frame enclosure around the back and sides of the battery with heavy duty insulation. With that insulation, the battery will be able to maintain a microclimate that will keep it in that efficiency range. Does that solution sound better to you? This way you wouldnt have to run the space heater and could back up those desired loads without having a change in price.
  Let me know what you think,
  *********************** | Project Manager |SUNTALK
  From: JoyStallsworth <************************>
  Date: On Tuesday, June 6th, 2023 at 12:29 PM
  Subject: RE: RE: SunTalk - Battery Option
  To: *********************** <********************************************************>
  *****,
  None of the solutions you have come up with align with any of the terms we agreed upon. They have all been band aid solutions. We are not interested in the Sonnen battery and do not trust it will meet our needs. ****** took months to respond to your initial inquiry last year. We have no confidence they will be responsive in case something goes wrong. None of the promises made have been kept. There has been delay after delay and continuous changes to the project. We were told the project would most likely be started before the close of 2022. We have absolutely no trust your company is competent and will provide a system that meets our needs as promised. Especially when we get emails that say you "think" an option will work. In February, we were told the system you were providing would cover everything we needed and then all the problems started. For these reasons, we are still requesting SunTalk return our full deposit of $9,830.40.
  Regards, 
  ***** and ***********************;

  Customer response

  08/15/2023

   
  Complaint: 20437056
  
  I am rejecting this response because: Please see the additional information I submitted on August 9, 2023. It gives very detailed information regarding our complaint.  The emails included in that response clearly demonstrate our position. 
  
  Sincerely,
  
  ***** And *****************************

• Initial Complaint

  01/23/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In March of 2022 we had Solar Panels installed on our home. Only 6 months later, on October 3rd 2022 they stopped working. I noticed on October 12th that they had not been working since the 3rd. I contacted SunTalk Solar on the 12th. They told me they were going to look into it. Over the next 6 weeks I received very little information from SunTalk. In November, I asked SunTalk if they could either waive a payment or pay my electric bill for me. Their entire sales pitch was instead of paying an electric bill, the electric bill would go away and I would pay them instead as an "investment". They ignored my request. When December came, I was now paying both a full electric bill and the solar payment, which I can not afford to pay both. I emailed 3 different contacts at SunTalk. The only response I received was from a technician that told me he had been to the house to start up the system on November 28th. This was a lie because the system was not started up on November 28th nor is there any camera footage of them coming out. The system is still not working today. It has now been 16 weeks that the system is down and this company does not care. I get the impression that they do not like dealing with complaints and they are extremely incompetent. I can no longer afford to pay both the electric bill and their monthly payment so I had no choice for now to stop paying them for a system that does not work. If you need any other info or screen shots of the production website please let me know. Thank you.

  

  Business response

  01/26/2023

  Hello *******,
  
  We are sorry to hear about your recent experience. We are able to see on our monitoring software of your system that there is an issue reporting. We responded to your initial inquiry on 10/16 and replaced the communication board on your inverter, which resolved the initial error you were receiving. We apologize if there was a lack of communication regarding this visit, our records indicate ************** completed this between 4:30 and 5 PM. We have reached out to the manufacturer to assist with a complete device scan, and they have asked us to try again on a clear day when there is no snow on your roof. Could you please give us a call at ************ on the next date this applies? Thank you!

  Customer response

  02/02/2023

  As you can see from the other party's response, it is basically a no response. They have been telling me that same thing throughout October, November, and December. They refuse to fix the system and I want them to fix the system or come out and take the system down. I am not going to pay for an investment of something that does not work, and they do not know how to fix it, and they do not know how to treat customers either.
  
  The system has been inoperative now for 4 full months.
  
  Thank you
  
                   ****
     Quality Lab Technician
                  
  

  
  

   

  Customer response

  02/12/2023

  Yes I have contacted the company several times. Since the beginning of November, there has been approximately 85 days of NO snow on the panels. When I contact them, they tell me they will look into it. It is very obvious that they do not have the knowledge to fix their own system and they are just using excuses, which to me is a borderline scam that I was tricked into.

   

  Thank you

   

  ****

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

  

  Business response

  02/28/2023

  Hello,

  We are able to see on our monitoring software that the solar production and reporting has been restored. Thank you!

  Customer response

  03/05/2023

   
  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, However I would like to have this whole issue reported on your web site that this issue took 4.5 months to resolve and want the general public to know how awful this company is before they invest $25,000 on solar panels for their home.

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

• Initial Complaint

  06/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***** ****** made me aware that my Solar Panels were only working at half capacity. So I contacted (Suntalk Solar) the company that I purchased them from. A tech came out and originally said that it was a software issue; however, it was not. He returned a week later, explaining that he didn't know what the issue was, so he would have to return a third time. During his second visit I mentioned that my neighbor's panel wires were chewed by squirrels, because they didn't purchase a critter guard like I did. On his third visit the he tried telling me that I had the same issue; however, he provided no physical evidence. I explained to him that Suntalk Solar was responsible for installing my critter guard; therefore, if there was an issue they are responsible. He tried to tell me that it would be $125 for them to send another tech and $75 an hour for them to resolve fix the issue. Suntalk is liable, because the critter guard was not properly installed. No one else has touched the panels.

  

  Business response

  07/09/2021

  Thank you for email.  Our service technician has resolved the issue with the system. 

  Customer response

  07/09/2021

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

*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. ↩