ComplaintsforSunnyMac LLC

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was tricked into purchasing a solar system for my single family home. I was told about a 30% tax write off, but was not told it was based off of your income and only received 9 to 10%. I was also told that i would be receiving an energy rebate that i could apply to the balance of the solar system that i never received. So i was told that the system would be less over all when i apply all of the benefits that i was entitled to. But i did not even receive half of the things that they told me i would receive. So now i am stuck paying for solar panels and an electric bill. The system was around 38,000 and with the interest from not having the benefits its more like 45,000 i am stuck paying.

  

  Business response

  03/11/2024

  We are truly sorry to hear about your experience and the disappointment you've faced regarding the information provided regarding the tax credit and energy rebate for your solar system purchase. Please accept our sincerest apologies for any confusion or frustration this may have caused.
  We understand that the discrepancy between the expected benefits and what you've received can be disheartening, especially when it affects your financial commitments. We want to address your concerns and offer clarity on the situation.
  Regarding the tax credit, we want to clarify that the 30% tax credit is indeed applicable, but it is subject to individual income qualifications. We apologize if this aspect was not adequately communicated during the sales process. However, please note that the remaining portion of the tax credit will continue to roll over until fully utilized, potentially providing you with ongoing benefits over several years.
  As for the energy rebate from the state of Delaware, we understand your frustration with the delay in receiving this benefit. We want to assure you that we've outlined the timeline for the application process, including the potential waiting period for receiving the rebate, in the paperwork you signed. We acknowledge the inconvenience this delay may have caused and apologize for any miscommunication regarding the expected timeframe.
  We genuinely value your satisfaction and want to work towards resolving this issue to the best of our abilities. We are committed to ensuring that you receive the full benefits and support you were promised as our valued customer.

  Customer response

  03/13/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 21400982I am completely dissatisfied with the resolution from the company. The whole process I have been LIED to and misinformed about every aspect in order for the company to earn a sale. Every step in the process,  down to the rebate,  I was give incorrect/misleading information. As far as I am concerned I am ready to file a lawsuit because we cannot be the only consumer that was given false/misleading information in order for the SunnyMac to make a sale. When I setup the service the salesman had a tablet with information for me to confirm. It's very interesting how the information from the tablet about the tax credit is now no where to be found to confirm.  I was told I would receive confirmation...which I did not. I have filled every step that I was instructed to but SunnyMac has not stuck to any aspect of this service that I was promised.     

  

  Business response

  03/25/2024

  We understand the disappointment with the information provided during the sales process and the perceived discrepancies you've encountered regarding the rebate and tax credit details. Please be assured that it was never our intention to mislead or provide inaccurate information to our valued customers. We take your allegations very seriously and have followed up with the appropriate parties to gain full transparency in what happened.
  Regarding your mention of the false/misleading information during the setup process, we have thoroughly reviewed our records, and we can confirm that all relevant documentation and disclosures were provided to you at the time of sale and post sale. This is inclusive of all details around the federal tax rebate and how it works, as well as state incentives along with their associated timelines.
  We want to reassure you that we stand by the resolution previously offered to you. Our team has carefully reviewed your case and specifically looked into your production as you mention still receiving an electric bill. It looks like your systems’ production over the last 12 months has aligned with what was expected. With this being said, your home may still receive a utility bill since you are connected to the grid. Sometimes there is even a connection fee but that is completely dependent upon the utility provider.
  Again, we completely understand your disappointment that this resolution but do feel we have presented the information factually and in a fair manner both pre and post-sale.
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to regain your confidence in SunnyMac.

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My solar system has not been working since December. I have called Sunny Mac repeatedly over and over again they state that they will send someone out to fix our solar or give us a call back to find out what the problem is. No one has returned our phone calls I had to reach out to Good Leap The finance company who we are paying for this system to reach out to them they sent an email stating that they were going to send somebody out with a part. We still have not heard anything from this company. We are still getting electric bills. We need some resolutions soon or we are going to have to go to court.

  

  Business response

  03/05/2024

  We are truly disheartened to hear about your experience, and we sincerely apologize for the frustration and inconvenience you've faced. Your feedback is invaluable to us as we continuously strive to uphold our commitment to reliability, personalized service, and environmental stewardship.

  First and foremost, we extend our deepest apologies for any misinformation or discrepancies regarding your solar system. We assure you that transparency and integrity are at the core of our business values, and any deviation from this standard is taken very seriously. Rest assured, we have thoroughly investigated the circumstances surrounding your situation to prevent such issues from occurring in the future.

  We understand the importance of your investment in clean energy and the expectation of a seamless experience. It troubles us to learn that your system has not been functioning as intended since December, despite your persistent efforts to address the issue.

  Please know that we have looked into the matter, identified the issue, and are working with the appropriate parties to resolve this for you. We recognize the urgency of the matter and are prioritizing your case to ensure a swift resolution. Additionally, we are enhancing our communication channels to provide you with regular updates and ensure transparency throughout the process.

  Your satisfaction and trust are paramount to us, and we are dedicated to regaining your confidence in SunnyMac. We value your partnership and are committed to delivering the exceptional service you deserve.
  Please accept our sincerest apologies once again, and thank you for bringing this matter to our attention. We remain fully committed to your satisfaction and look forward to resolving this issue to your complete satisfaction.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Sunnymac send a $ 1.669 For a service I HAVE NEVER AGRRED ON IT. The wanted to install solar panel but I never sign a contract with them.

  

  Business response

  03/07/2024

  We reached out and spoke with the customer to further understand the issue that sparked the complaint. After a great conversation we were able to come to a resolution that was satisfactory to both us and the customer. We are grateful for the customer giving us the opportunity to full understand the situation and address it directly. 

  Customer response

  03/10/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 21340159
  

   

   

   

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had Solar panels installed months ago. Still waiting for the meter to be installed and now they want to charge us for what solar panels make. We have reached out several times to the salesman with no return call. I don't want to pay for something I can't even use in addition to my regular energy bill from PECO.

  

  Business response

  09/26/2023

  Thank you for reaching out to us with your inquiry regarding the status of your system. We appreciate your diligence in keeping track of your system's performance.
  I am pleased to inform you upon investigation that your system has been operational since July 20th, 2023, and it has been consistently delivering reliable solar energy. 
  To provide you with further assurance, we have attached the production bar graph illustrating your system's performance over this period. Additionally, your local utility has granted their approval for the continued operation of the system and the documentation for this has also been provided.
  Should you have any more questions or require additional information, please do not hesitate to reach out to us

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to contact Sunny Mac for close to 9 months. My solar generation system has been operational for 2 years. I have been receiving constant emails from the Massachusetts SMART program informing me that there is an issue with the paperwork filed for receiving my SMART incentive. Until that issue is corrected, I will not receive payment. I have tried to reach my original point of contact for months and have not heard back from them. I have called their customer service and have not heard back from them either.

  

  Business response

  09/26/2023

  Since complaint was filed we have been actively working with customer to have issue resolved.  All parties have been connected and a resolution should now be within sight.

  Customer response

  09/27/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. Since my complaint filing, SunnyMac has finally reached out and attempted to fix the issues in my MA SMART application. However, there is still a form that needs to be uploaded that has not been received yet. Until this form has been uploaded, my application cannot proceed forward to the next step where I start receiving payments. I have already missed many months worth of payments due to the issues with my application.Thank you Sincerely, Regards, Complaint ID: 20638159    

  

  Business response

  10/17/2023

   

   

  Re: ** ***** Solar URGENT CLAIM CORRECTIONS REMINDER - SMANG_47348
  External
  
  
  
  
  
  
  
  This message has been deleted. Restore message
  
  
  
  
  
  See attached. I had to contact every manager known to NG to get this so I hope it works. 
  
  
  Thank you 
  On Mon, Oct 2, 2023 at 12:07?PM ***** ***** <***********************> wrote:
  
  Good Morning, 
  
  Our team member has been actively following up with this as recently as this morning. We are awaiting the response from NGRID.
  
  Thank you,
  On Mon, Oct 2, 2023 at 12:01?PM #MB ** ***** <***********************> wrote:
  
  It appears the only thing still needed is the SMART meter install email from NGRID. Please have your installer contact NGRID to obtain the meter install email and upload it in the correction form and submit it.
  
  **** ******
  Program Operations Supervisor - ** ***** Solar
  Direct 888-989-7752
  
  CLEAResult®
  508.836.9500  •  clearesult.com
  50 Washington St, Westborough, MA 01581
  
  We change the way people use energy™
  
  Hello,
  
  I have filled out and signed the document. Is there anything else required from my end to move this forward?
  
  Thank you for your assistance on this.
  
  Sincerely,
  
  *****
  
  Sent from my Verizon, Samsung Galaxy smartphone
  
  
  
  -------- Original message --------
  From: #MB ** ***** <***********************>
  
  Subject: RE: ** ***** Solar URGENT CLAIM CORRECTIONS REMINDER - SMANG_47348
  
  Title can be Owner and you can enter N/A in the lockbox section.
  
  **** ******
  Program Operations Supervisor - ** ***** Solar
  Direct 888-989-7752
  
  CLEAResult®
  508.836.9500  •  clearesult.com
  50 Washington St, Westborough, MA 01581
  
  We change the way people use energy™
  
  From: ***** ****** <*****_******[email protected]>
  
  
  Hello ****,
  
  There is a "Lock Box, Account Number, or other note" field as well as a "Title" field in the document which are required. What should I input into those fields?
  
  Thanks,
  
  *****
  
  From: #MB ** ***** <***********************>
  Sent: Tuesday, September 26, 2023 4:50 PM
  To: ***** ***** <***********************>; #MB ** ***** <***********************>
  Cc: 
  Subject: RE: ** ***** Solar URGENT CLAIM CORRECTIONS REMINDER - SMANG_47348
  
  All set *****, I’ve corrected the payee name to ***** and resent the PCTF to *****_
  
  Once you receive the Gen Meter email enter the corrections form with the Continue button, remove the existing document and upload the new one.
  
  **** ******
  Program Operations Supervisor - ** ***** Solar
  Direct 888-989-7752
  
  CLEAResult®
  508.836.9500  •  clearesult.com
  50 Washington St, Westborough, MA 01581
  
  We change the way people use energy™
  
  From: ***** ***** <***********************>
  Sent: Friday, September 22, 2023 9:05 AM
  To: #MB ** ***** <***********************>
  
  Subject: Re: ** ***** Solar URGENT CLAIM CORRECTIONS REMINDER - SMANG_47348
  
  EXTERNAL email. Please exercise caution. This e-mail is from a sender outside of CLEAResult. Do not click any links or open any attachments from unknown senders or unexpected email. ***************************************************
  Good Morning SMART,
  
  I have reviewed the issues and am working with the interconnection team to get the correct meter document that was provided by the utility. I do see the note regarding the name being listed as "Anshar" which would need to be rectified to "*****" as noted. I can not see a way within the corrections to make the needed  changes. Is that something that can be done on your end? I expect to have the other correction resolved shortly. 
  
  Best Regards,
  
  On Thu, Sep 21, 2023 at 3:29?PM Massachusetts SMART Program <[email protected]> wrote:
  
  URGENT REMINDER - SMANG_47348
  
  
  
  Current Status
  9/21/2023
  Hello -
  You're receiving this email because this project has sat idle for a while now and despite having issued several reminders regarding corrections that are required on the original Claim form that was submitted, there has been no activity.
  Unfortunately, until the missing information is provided this project's Owner is unable to begin collecting their SMART incentive payments.
  Please open this project in your SMART portal and complete the "Claim Corrections" form right away so we can help you move this project forward into the payment phase as soon as possible.  
  Please email *********************** if you have any questions.
  Thank you.
  Solar System Location Solar System Size 
  5 Buckboard Dr, Westford MA 01886 5 kW (AC)
  All parties listed in the application will receive periodic updates and instructions as the application is reviewed and processed. The Applicant, ***** *****, is responsible for managing the online application.
  The following parties are listed in the application: 
  Applicant completes all forms in the online PowerClerk application ***** *****
  Customer of Record utility customer at the system location ***** ******
  Installer contractor responsible for installation of system Skyline Solar
  System Owner owns the generating system ***** ******
  
  
  Customer has been informed as to each step found below.  Customer has been cc'd on e-mail as well as interacted with all parties for proper submittal.  This will continue to be prioritized but the state and utility do not have the same sense of urgency as all of the other parties.
  
  
  
  
  
  Don't reply to this email.
  The Applicant, ***** *****, can view the status of the application at any time by logging in to PowerClerk.
  Questions or concerns? Please contact the ** ***** Solar Incentive Program by phone or email:
  
                            888-989-7752 ***********************          
  
  This communication was sent to email addresses submitted in ** ***** Solar Incentive application SMANG_47348.
  To opt-out of communications for this application, or for all communications from the ** ***** Solar Incentive Program, click here: UNSUBSCRIBE

• Initial Complaint

  07/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company is exceeding difficult to get a hold of. I cannot get a call or email returned. I was told that the company would file paper work to obtain the state solar grant. It’s been 4 month of weekly calls with no call returned. Last email was 4 months ago when ******* promised to look into this and get back to me. A little concerned about the response if my system were to need service!

  

  Business response

  09/27/2023

  I want to inform you that we have successfully contacted the customer, and we have now submitted the system to the third party for their review and acceptance of the grant.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sunnymac left solar installation incomplete, need final inspection, approval,and to be turned on, been over 6 months, many emails, many phone calls,no response , made several payments, still no solar

• Initial Complaint

  05/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  SunnyMac did have a reasonable offer, as I was directed to them by using the EnergyPal service. My EnergyPal advisor pushed to have proceed with a Site Survey to continue moving forward, while waiting for Tesla to come out and take a look. During this period, we had five companies out to take a look and give us quotes (none of them with a fee - more on this below). With SunnyMac however, they sent over an agreement for a "deposit," which did not say nonrefundable, which was due for the site survey. I spoke with my EnergyPal advisor, Caleb Siu who told me the deposit was only owed, if I had SunnyMac submit permits on my behalf, so I agreed to the site visit. Well, my "advisor" lied, or as least did not correctly inform me. I am now receiving $1250 invoices from SunnyMac for the site survey and for "designing" my system, although I had to tell them exactly where to put all of the panels (based on other companies visits), as their proposed designs (poor computer generated models) were terrible and would have been terribly inefficient. They have sent a trumped up bill and threaten collections for what amounts to an almost completely templated/canned design. What was labelled from them as a "deposit" is really what they are going to charge if they visit your house, and should be labelled/explained as such "site visit non refundable fee." In the email I received, just above the image of my home, he writes, no fee or penalty if stopped before permitting, b/c I had specifically asked this. See the attachment.

  

  Business response

  05/19/2023

  Customers contract was signed on 10/17/22 and home visit was completed on 10/20/22. The cancellation was not received until there was no response from the customer after multiple attempts on 12/13/22. At this point all paperwork had been filed for permit and interconnection. Payment is for services rendered. 

  Customer response

  05/23/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. I was told in the previously provided email, no charge or penalty, until permits filed. They were never filed. Show proof otherwise. I never authorized SunnyMac to do ANYTHING on my behalf. Regards, Complaint ID: 20061130    

  

  Business response

  09/28/2023

  This charge has been voided.  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello ****, Please cancel the site survey for tomorrow. I would like to see the document where my wife and I signed to give you permission to proceed with permitting. Please get back to me when you can. BB From: **** ***** <****.*****@sourcenrg.net> Sent: Tuesday, March 21, 2023 12:04 PM To: ******* ***** Subject: Re: ******* ***** CAUTION:[External] Might I ask what company that was, just out of curiosity? I know for a fact the panels that we’d be installing are of a better quality & higher efficiency. I’m sorry for not responding yesterday as I had some family ****ers to attend to. But at this point we are passed the 72 hour mark of cancellation & we’ve already put money into permitting & application fees. Canceling at this point would result in you guys being responsible for those fees. I wouldn’t be doing this job if I didn’t know I’d be bettering your situation. I am thankful for your hospitality & kindness & want nothing but the best for you two. I’d be happy to speak on the phone with you if you have any questions. On Mon, Mar 20, 2023 at 10:31 AM ******* ***** wrote: I reserve the right to cancel any installation on my property. I sign paperwork to get pricing, but due to the fact that my wife did not sign I should not be held responsible for their movement on the transaction. I did call another company and they were half off the company in question. I believe they are taking advantage of the elderly.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had roof mounted solar installed by Sunny Mac Solar in December of 2021, the job was completed in March of 2022. At that time they advised that they would be registering with the State of New Jersey so we could get our certification and start receiving money for the solar. It is now July 1, 2022, and they will not return calls or emails from me. I am now waiting to hear from the State's Clean Energy Program because I dont think Sunny Mac followed through with the project and they are now completed and received our business and cannot be bothered to answer or respond. I dont want anyone else to give business to this company that cannot return any calls and resolve this matter for us. Thank you

  

  Business response

  07/01/2022

  Hi Mr **********. 
  

  I apologize you have had issues getting ahold of someone.  Have you emailed your project manager?  What number have you been calling? It does take some time to get registered with the state for SRECS. Once registered you will get credits from the time the system was operational.  I will have someone contact you on Tuesday to update you on the progress of the registration. 

*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. ↩