Complaints

This profile includes complaints for SunVena Solar LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SunVena Solar LLC

  4005 Church St Sanford, FL 32771-6945

  
• 

  SunVena Solar LLC

  9216 Palm River Rd Ste 206 Tampa, FL 33619-4485

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  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.

  this company opened 2 permits for my property for work that was never done and are unresponsive in closing them out with the City of ****************I am trying to sell my house and Sunvena has emcumbered the sale by not closing out the permits after multiple request from me.

  

  Business Response

  Date: 04/08/2025

  Thank you for bringing this matter to our attention. A Notice of Commencement (***) was filed with the county at the start of the project, which is a document that signals the beginning of construction-related work on a property. Although the project did not proceed, the *** remained open, and we understand how this may have caused complications during the home sale process. We have submitted the required Contractors Final Payment Affidavit to help close the *** and are working with the appropriate parties to ensure it is resolved as quickly as possible. We are committed to seeing this through and sincerely apologize for any inconvenience this may have caused. If you have any additional questions, please feel free to contact us at ************** or ***********************************

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23172107
  
  I am rejecting this response because Permit ELE-GEN-24090250 opened by Sunvena remains open.  Please close all permits and provide verification.  

  Prior to now, all calls and email messages to Sunvena have been ignored for 2 weeks.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 04/10/2025

  Thank you for your follow-up, Mr. ********* We understand the importance of resolving this promptly and apologize for any delays or lack of communication you experienced. As of April 4, 2025, the Permit Void Request for ELE-************ has been submitted and is marked as Complete in the City of **************** records. Additionally, a Permit Void Request for the associated building permit BLD-************ was submitted on April 10, 2025, and is currently listed as Open while pending final processing by the city. We've attached screenshots for your reference and will continue monitoring the status to ensure everything is fully closed out. Please also note there are other open permits on your property associated with other contractors which we are not affiliated with. Were committed to resolving SunVenas portion completely and are happy to provide any further documentation or support as needed.

• Initial Complaint

  Date:03/17/2025

  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.

  After admitting that literacy was a requirement of her job at Sunvena, an associate willingly disobeyed a No Soliciting sign thereby Trespassing on my property and Harassing my household.

  

  Business Response

  Date: 03/28/2025

  Dear Mr. ************ apologize for any inconvenience or frustration you have experienced regarding our associate visiting your property. At SunVena, we respect our community members preferences and property rights, and we take your concerns seriously.
  We have reviewed your feedback with our team to ensure that all representatives are reminded to respect No Soliciting signs and refrain from approaching properties marked accordingly. Your request for no further contact has been noted, and we will ensure that your address is added to our internal Do Not Contact list.
  We truly value your feedback as it helps us improve our practices and ensure that our team members uphold the highest standards of professionalism and respect.
  If you have any further concerns or would like to discuss this matter in more detail, please feel free to reach out to us directly.
  Sincerely,
  SunVena Solar Customer Support

• Initial Complaint

  Date:03/10/2025

  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.

  I signed a contract with SunVena for solar panels 11/05/2021, panels were installed 01/11/2022. Since the day of installation Ive had nothing but issues. One of the issues: most of my lights are constantly flickering after they installed the panels. I let the company know, they sent tech out, and I was told I had old light bulbs and had to change them out. I have changed all my light bulbs out for new ones, and every year this issue gets worse. My biggest issue is the fact that I was promised I would only be paying the Duke Engergy connection fee, which should be under $40 monthly. In the 3 years I have had the panels I have only paid just the connection fee a few times, my bills are always high, not as promised by this company. This was promised at the sales pitch meeting and I have it in texts. I have reached out to SunVena, several times, I get the runaround that my system is producing as it should. They send me reports after reports, and keep telling me that I must be consuming more electricity. Since the panels were installed 5 people have moved out of my house, I no longer work from home, only run my pool pump 4 hours a day instead of 24/7. I have done everything in my power to reduce energy consumption. I was even told I had to cut down my trees, which I hired a company and paid over $3500 to have trees removed for optimal coverage. I recently reached out to ****** ********, as he stated in ****** reviews that if anyone has any issues to contact him directly, he entertained my texts the first day. Has not followed up with me, and when I have reached out to him again he wont reply. I even sent him screenshots of the texts messages that clearly state I am only supposed to be paying the Duke Engergy connection fee. The contract I signed with this company clearly states in Exhibit A page. 7, under their power production guarantee that they are supposed to making payments to owners if their bills are high. I just want issues fixed.

  

  Business Response

  Date: 03/21/2025

  SunVena appreciates Ms. ****** sharing her concerns, and we sincerely regret any frustration experienced. Upon review, Ms. ****** system, installed in January 2022, has consistently produced 10-20% above its projected output each year, exceeding our contractual obligations outlined in the signed agreement. We recognize there was a misunderstanding initially caused by verbal miscommunication from a representative regarding the coverage expectations, which was promptly clarified and as outlined in our agreement. As a goodwill gesture, SunVena previously installed an additional four panels at no extra cost to Ms. ****** to maximize her systems efficiency. While SunVena guarantees solar production, actual utility bills depend on individual energy consumption habits and utility rates, which are outside our control. We acknowledge Ms. ******* efforts to reduce energy consumption and tree trimming expenses for optimal system performance. Despite these efforts, her solar system continues to perform above expectations. We apologize for any lapses in communication and remained committed to resolving Ms. ******* concerns when we added additional panels to her solar system.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23046291
  
  I am rejecting this response because:
  
  The problem is not resolved. The companys representative clearly stated verbally and in writing on many occasions that all I am supposed to pay to *********** is just the connection fee. This is your representative, the person you are sending into peoples homes and representing your company. You as a company should take responsibility for what your representative is promising your future clients, I signed a contact with your company based on the promises of your representative! That is illegal what you are doing. It seems that the person that put a complaint in with the BBB on 09/19/2024 has an extremely similar complaint as mine, and so do others per your ****** reviews. 
  

  As per the additional four panels that you mentioned in your response, those were not given to me by your company to compensate for this issue. That was part of my original contract with your company, look at the addendum that I signed that your company sent me on the day I signed my contract with your company. Those four panels were for the additional room that was under construction at the time the main house panels were installed in January of 2022, your company was supposed to come back out and install those four panels once the roof was completed. Which took over a year for you to come out because your company didnt want to honor the addendum .  Get your story straight, read your addendum, and stop lying. Fix your mistakes, own up to your promises. I wont stop until you do.

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

  

  Business Response

  Date: 04/03/2025

  Dear Ms. **************** you for your follow-up. We sincerely regret that you feel your concerns remain unresolved and want to assure you that we take your feedback seriously.
  We understand your frustration regarding expectations set during the sales process. While we strive to ensure all representatives communicate clearly and accurately, the terms of your agreementincluding performance guarantees and billing expectationsare outlined in the signed contract. SunVena does not have the ability to control utility billing rates or guarantee a flat monthly amount, as actual bills depend on your utilitys rate structure and your household usage over time.
  Regarding the four additional panels, we have reviewed your addendum and confirm that those panels were part of the original agreement to accommodate the additional room you were constructing. We apologize if our previous communication implied otherwise and appreciate your clarification.
  We remain committed to ensuring your system performs according to the terms outlined in your agreement. If you believe the system has not met the guaranteed production outlined in Exhibit A, we encourage you to contact our support team so we can review your production reports together and address any underperformance in accordance with the Power Production Guarantee.
  We respect your right to voice your concerns and will continue to be available if you'd like to work toward a resolution based on the terms of your agreement.
  Sincerely,
  SunVena Solar Customer Support

• Initial Complaint

  Date:11/07/2024

  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.

  We were in contract to have solar panels installed. They told us they needed to move the air conditioner condenser because it was blocking the electric. They said they would replace the condenser. They said they would do it and they would add the cost to the bill for the price of the condenser and the labor. I said okay. They never came back. I called them and they said they were still working matching a condenser to my air handler and they would let me know. They never called. They never came back. I got an email saying I owed them $600 for cancelling. I called them again and told them I would not pay the 600 because I never cancelled. The y claimed the technician screwed up my order and they could take care of me. I said I was not interested anymore but I am not paying 600 because I did not cancel. They said okay. They put a lien on my house for $600 dollars. I am refinancing my house and that is how I found out. I am paying the title company 600 and I want the solar company to reimburse me because I never cancelled the contract. In fact I was very aggreeable to e everything.

  

  Business Response

  Date: 11/18/2024

  Thank you for reaching out and providing feedback. We have reviewed your concerns and are pleased to confirm that this matter has been addressed and resolved directly with you, the same day. If you have any further questions or need additional assistance, please dont hesitate to contact us!

• Initial Complaint

  Date:09/19/2024

  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.

  I financed a solar system for my house after sitting for a couple of hours with a sales *** for Sunvena. I was convinced by the sales *** that my electric bill would essentially be zero and I would be left with a monthly solar payment that is less than my average electric bill. He told me that my electric company pay me at a rate of 1 to 1 for the excess power I generate and it would get rid of my electric costs. Now two years later I have never had a bill close to zero, in fact now I have an electric bill on top of a solar loan. I have contacted the company and they told me I need to buy a battery and that they would give me a good deal on one. I then spoke to the *** of the company who told me that my system is working just the way it should and it is meeting the production level that is in the contract. I was also under the impression that I would have power in the event of an outage in my area. A couple of months ago we did have an outage during the day when the sun was still shining. Low and behold my power went out too, when I contacted sunvena they informed that since I am connected to grid power my power will also be shut off in the event of an outage. None of this was explained to me before I signed for the loan. I feel like I have been tricked into a 25 year loan for something that is not doing what was advertised to me.

  

  Business Response

  Date: 10/04/2024

  Thank you for bringing this matter to our attention. We understand that Mr. ****** has expressed concerns regarding his solar system and the ongoing electric bills.
  
  We would like to clarify that Mr. ******* solar system is performing as expected and in accordance with the production levels outlined in his contract. SunVena's responsibility is tied to the systems energy production, which we have confirmed is meeting the guaranteed level of ****** kWh/year, as stipulated in the agreement.
  
  The utility provider serving Mr. ****** operates under a net metering program that credits excess energy at a wholesale rate rather than a 1:1 retail rate. While the system is producing the expected amount of energy, this structure results in Mr. ****** continuing to receive an electric bill, which includes service charges and taxes.
  
  In an effort to address his concerns, we recommended the option of adding a battery to store excess energy, which would reduce Mr. ******* reliance on the utility grid and further lower his bills. However, he chose not to pursue this solution.
  
  We value Mr. ****** as a customer and remain committed to ensuring that his system operates at peak efficiency. Additionally, we would appreciate clarification on Mr. ******* desired resolution, as the request to finish the job is unclear given that the system is producing as contracted. We are eager to understand how we may further assist.
  
  Thank you for your time and consideration.

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22307538
  
  I am rejecting this response because: i was told by the sales representative that my electric provider would pay 1 to 1 for the excess energy produced.  Shortly after installation we realized that is not the case.  Sunvena offered to sell me a battery for ****** dollars more. Sunvena told me a bunch of lies in order to get me to sign up for this.    
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/17/2024

  Thank you for the opportunity to respond to Mr. ******* concerns. We would like to provide further context and clarification regarding his situation.
  Mr. ******* solar system is performing in line with the guaranteed energy production of ****** kWh/year, as specified in his contract. However, we understand that Mr. ******* primary concern is related to his utility provider, *************, which credits excess energy at a wholesale rate rather than the 1:1 net metering structure he initially anticipated. While SunVena is responsible for the systems energy production, the utilitys billing policies and programs fall under the jurisdiction of the utility company and are not within our control.
  ************* revised their net metering program to a net billing structure, which has affected the credits Mr. ****** receives for excess energy produced by his system. Unfortunately, changes in utility policies can have a significant impact on customers' expectations. While we continually advocate for fair net metering practices and monitor developments with utility companies, these changes can sometimes occur unexpectedly and affect existing and new solar customers alike.
  We share Mr. ******* concern and agree that the shift away from a 1:1 net metering structure has created challenges for many customers. ********************** is actively working to communicate with ************* on behalf of Mr. ****** and other affected customers, advocating for a fair resolution. While we cannot dictate the utilitys policies, we are committed to pursuing the best outcome for our customers and would welcome Mr. ******* support in these efforts.
  In addition, SunVena has previously offered Mr. ****** a battery solution that could help mitigate the impact of these billing changes by allowing him to store excess energy for use during non-solar hours. As a gesture of goodwill, we are pleased to offer a credit on this solution should he choose to move forward, which we believe will further enhance the efficiency of his system and reduce reliance on grid power.
  We appreciate Mr. ******* feedback and remain committed to supporting him in maximizing the value of his solar investment. We hope this response demonstrates our dedication to resolving the matter and advocating on his behalf.
  Sincerely,
  SunVena Solar Team

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22307538
  
  I am rejecting this response because: I was told I would have a zero dollar electric bill and sunvena looked into my utility provider and told me I was good.  I never got a 1:1 buyback rate from clay *************** I've never had a zero dollar electric bill.  Sunvena did offer to sell me a battery for $10,000 more dollars. They gave me false expectations in order for me to sign up for financing. I wouldn't spend another cent on anything from that company considering my experience with them. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:08/25/2024

  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.

  On 6/4 & 6/5/24, SunVena installed a solar system on our property. There were many emails back and forth between me/my wife & the sales ***. ***** the initial contract was signed & I researched various panels, I requested a specific type of panel, which the sales *** confirmed via an email that it would be installed (an addendum would be emailed with the updated panels) & also stated that her manager signed off on the requested panel. They sent the addendum to update the type of panel, but we found out on the day of installation that the addendum was for a different type of panel than I requested. My wife was home for the installation, she spoke with a supervisor at SunVena (dont know name) who said to finish the installation to be sure the system is working properly & that they could change out the panels at a later date to the ones we actually requested and agreed upon. We have been communicating with **** **********, the **** regarding the situation. He is refusing to honor the email communications that clearly state that my requested panel was approved by a manager. SunVenas response, via **** S, is that the person my wife spoke to did not have the authority to state that the panels could be changed after project completion, that they will not honor the email communications approving the requested panel, and that, ultimately, they will not change out the panels because the ones installed are just as good. We selected the panels we did because of a higher output and solar production abilities in a shaded environment, which the panels they installed are a lower output. Our sales *** stated we would be charged a higher price specifically for the requested panels, which we were, but now SunVena is stating that the higher price was a generic price increase for the name brand. We have the email communication with the sales *** to confirm this. Thank you for your help. We purchased a new roof, solar system with battery, & water heater as part of this project.

  

  Business Response

  Date: 09/06/2024

  At SunVena, we understand the importance of clear communication and ensuring our customers are fully satisfied with their investment.  We take Mr. ****** complaint very seriously. We would like to emphasize that the solar system installed at Mr. ******* property is of high quality, and the panels selected were approved by Mr. ***** through a signed addendum. We stand behind the performance of Mr. ****** solar system with a performance guarantee outlined in the warranty section of the Residential Solar Agreement.
  We have been in ongoing communication with Mr. ***** throughout this project and have already taken steps to address his concerns, including providing compensation checks. These compensation checks were accepted and cashed as resolution.
  

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 22194156
  
  I am rejecting this response because:

  I never denied signing the addendum. I am stating that the addendum, which was sent after the e-mail correspondence clearly stated that the supervisor approved our request for the specific panels, did not actually align with the request which was approved.  We did not understand that the addendum was incorrect until after installation had started.  SunVena is correct in stating they provided checks; however, SunVena is not being forthcoming regarding the purpose of those checks.  We were charged for two servicesa picture of the itemized price summary and the checks have been includedyou will see we were charged for a main panel upgrade (which was deemed unnecessary) and for an attic run (which was never provided as a pipe was attached to the roof to house the wires). These checks were not cashed as resolution, as SunVena states, the checks were reimbursement for money they received for a service that was not provided.  
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/27/2024

  We appreciate the opportunity to address Mr. ******* concerns. As we mentioned in previous discussions with Mr. ****** the panels installed on Mr. ******* home are of equal value to any alternatives he may have considered. The installed panels offer an upgrade in terms of performance and quality to our base panel offering, and Mr. ***** is currently benefiting from this enhanced system, which we believe will serve him exceptionally well. While Mr. ***** signed the addendum agreeing to the installed upgraded panels, in the interest of resolving this matter in good faith, we are offering to return the full $2,120. We would consider this a windfall for Mr. ***** as he is benefitting from an upgraded panel at no additional cost to him, and to the detriment of SunVena. We hope this offer demonstrates our continued commitment to finding a fair and positive resolution to the situation.

  Customer Answer

  Date: 10/13/2024

  I did not get any email about respond to my complaint and when I reached out to find out about it, BBB responded that they could not find my complaint. 
  

  Customer Answer

  Date: 10/20/2024

  SunVena installed older and weaker versions of panels then the one I asked for and was promised by their sales representative (I did send email copie to BBB). All I want is that SunVena replace solar panels for the one I was promised and I paid for!

  Customer Answer

  Date: 10/22/2024

  SunVena installed older and weaker versions of panels then the one I asked for and was promised by their sales representative (I did send email copie to BBB). All I want is that SunVena replace solar panels for the one I was promised and I paid for!

  

  Business Response

  Date: 11/01/2024

  We appreciate the opportunity to respond to Mr. ****** concerns. As we outlined in prior communications, the *** Alpha Pure 405W panels installed on Mr. ****** home are high-quality, high-efficiency panels that deliver excellent performance. The change order signed by Mr. ***** on January 28, 2024, specifically listed these 405W panels, which were installed as agreed.
  To address Mr. ****** request for *** Alpha Pure-R 420W panels, wed like to provide additional context on the technical and logistical aspects of this project. While the Alpha Pure-R panels offer slightly higher wattage, they are also wider, which would have impacted the system design. Given the roof space limitations on Mr. ****** property, switching to the Alpha Pure-R panels would have reduced the number of panels we could install. As a result, the total system sizeand therefore the overall energy productionwould have been lower than the current 7.29 kW system, which is optimized for ***************** needs.
  The *** Alpha Pure 405W panels also offer the advantage of higher power density per square foot, making them a suitable and efficient choice for this installation. Both panel models come with the same industry-standard 20-year product and 25-year performance warranty, ensuring long-term reliability and satisfaction.
  As a gesture of goodwill and in recognition of Mr. ****** concerns, we are offering a $2,120 credit toward his final cost, effectively providing the installed high-quality *** Alpha Pure 405W panels at no additional cost. We believe this offer demonstrates our commitment to Mr. ****** satisfaction and trust this will bring resolution to the matter.
  We remain committed to ensuring our customers are satisfied with their investment and are available to discuss any further questions.We appreciate the opportunity to respond to Mr. ****** concerns. As we outlined in prior communications, the *** Alpha Pure 405W panels installed on Mr. ****** home are high-quality, high-efficiency panels that deliver excellent performance. The change order signed by Mr. ***** on January 28, 2024, specifically listed these 405W panels, which were installed as agreed.
  
  To address Mr. ****** request for *** Alpha Pure-R 420W panels, wed like to provide additional context on the technical and logistical aspects of this project. While the Alpha Pure-R panels offer slightly higher wattage, they are also wider, which would have impacted the system design. Given the roof space limitations on Mr. ****** property, switching to the Alpha Pure-R panels would have reduced the number of panels we could install. As a result, the total system sizeand therefore the overall energy productionwould have been lower than the current 7.29 kW system, which is optimized for ***************** needs.
  
  The *** Alpha Pure 405W panels also offer the advantage of higher power density per square foot, making them a suitable and efficient choice for this installation. Both panel models come with the same industry-standard 20-year product and 25-year performance warranty, ensuring long-term reliability and satisfaction.
  
  As a gesture of goodwill and in recognition of Mr. ****** concerns, we are offering a $2,120 credit toward his final cost, effectively providing the installed high-quality *** Alpha Pure 405W panels at no additional cost. We believe this offer demonstrates our commitment to Mr. ****** satisfaction and trust this will bring resolution to the matter.
  
  We remain committed to ensuring our customers are satisfied with their investmen.

• Initial Complaint

  Date:05/15/2024

  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.

  On 1/20/21, I signed an agreement with SunVena to install a Solar system, the consultants Name ***************************, in attendance at the meeting was my sister ***************************. The system was installed within the month (as far as I remember). I do not have any issue with the Solar system.I have not had any additional work completed on the tile roof since the installation of the solar system except on April 9th when I had to get the tiles cleaned or I would be fined by my HOA. Prior to the cleaning of the roof completed by Rhino Roofing, I was notified that there was quite a bit of patching of tiles and broken tiles on the roof. The cleaning was completed and then on 4/29/24 I had a professional roofer check the roof and advised that there at least 50 broken tiles on the roof and the tiles that were patched were not patched correctly. The repairs to the roof will cost approximately $3400.00 8:23am SunVena - *********************** ************************************** initially indicated that they would send someone out to look at the roof and patch things up and replace any tiles necessary within reason. He also asked if I had any spare tiles from the original construction; however, I advised him that his company took all of the tiles with them after installing the Solar system.12:05pm another email received from *********************** indicated that they wont be able to replace everything that is broken or repairable. He says that there was pre-existing damage documented prior to the install (which neither my sister nor I saw) I remember them using a drone to take video, but we were not shown that video. I was sent a picture today that if I had seen that prior to the installation I would have investigated calling the initial roofing company to have it taken care of. ***** is absolutely no way I would have moved forward without that being taken care of. I advised that I work from home so their workers could come at anytime.2:07 PM I received an email from ****************************************** ************************************* advising that the issue was escalated to him advising that they are unable to process the request and any replacement of tiles on the roof. He advised that 3 years have passed; however, there was no need for anyone to go on the roof, so I had no idea of the damage SunVena made.I do not believe that the salesperson was honest with my sister and I and did not show us the drone video, I also do not recall signing the waiver because I would not have signed any such waiver if I knew there was damage to the roof.By the way the salesperson also verbally advised my sister and I that SunVena would be taking over the warranty on the roof. I need this roof fixed before the rainy season starts before my house is damaged.

  

  Business Response

  Date: 05/16/2024

  Hello, Yes we agree that the customer had preexisting damage to their roof that SunVena noted. SunVena decided not to install solar on this home unless a contract was signed by the customer acknowledging the pre existing roof damage. While we know sometimes individuals can harmlessly forget signing things, we have included the geo-located (at the customers home) and time stamped signing of the document they signed as well as with the matching IP address for the customer. For their review, Thank you so much.

  EXISTING ROOF DAMAGE WAIVER
  Damage Acknowledgement
  I, ************************* (Homeowner), hereby acknowledge that my roof sustained damage prior to
  the installation of the SunVena Solar System at my property, *******************************
  32713 (Property). The pre-existing roof damage includes broken roof tiles in various
  locations.
  

  Release
  Homeowner hereby releases, discharges, and/or relinquishes SunVena Solar, LLC and SunVena
  Efficiencies, LLC from any and all liability, obligations, disputes, claims, demands, damages,
  disputes, and causes of action of any nature, which Homeowner has, had or may have in the
  future against SunVena Solar, LLC arising out of or relating to the pre-existing roof damage at
  the Property.
  

  In witness whereof, each of the parties hereto and in the capacity indicated below has executed
  this Addendum as of the date set forth next to their signature below.
  *************************
  _____________________________________
  Signature
  
  DocuSign Envelope ID: ************************************ 4/22/2021

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21717853
  
  I am rejecting this response because: there was a drone used to take a video of the roof, my sister and I were not shown that video. There is absolutely no way that we would ignore damage such as the one now being shown and not contact the roofing company to come out to fix prior to installing solar. No one in their right mind would have ignored that damage. In addition, we had several meetings with the salesperson and he advised that SunVena would be taking over the warranty on the roof since they also had a roofing company. I would not have moved forward with the installation if the roof had that type of damage. I live in ** and if the roof had that type of DAMAGE would I ignore such a thing when it rains in ** so frequently. SunVena workers were the only workers on my roof and I believe in addition to fixing some of the tiles that they likely broke damaged additional tiles. There has not been any activity on that roof until it needed to be cleaned. The company who cleaned the roof immediately took pictures and showed me the damage. So initially I was advised that someone would come out to fix some of the tiles and now being told they do not bear liability.   
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/21/2024

  Hello! Thank you for reaching out again. We have thoroughly searched our archive and we do not have record of any drone footage or drone images of the roof from 2020 or 2021. We understand your frustration with your damaged tiles which is why we decided not to install the solar panels at the time the damage was discovered before installation. The reason we decided to continue was at your decision to move forward by signing a stand alone "Roof Damage Waiver." SunVena cannot speak to what happened to the roof after installation but we will note that there was an inspection of the work that was completed by the permitting department of the city of ****** on 5/26/2021. The city inspector inspected all of SunVena's work that was performed at the home and passed the inspection the same day. We understand that it may be necessary for you to remove solar panels to complete any roof work. As such, and a measure of good will, we would like to offer you a $750 discount to any panel removal and reinstallation service that you may need by SunVena within the year.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21717853
  
  I am again rejecting this response because: There is absolutely no way that a REASONABLE PERSON with common sense would agree to having solar panels being placed on their roof and in the years that have passed not had the damage fixed. The salesperson who worked on this project used a drone to take a video of the roof and now SunVena is indicating there is no video, I guess the salesperson had his own drone because he did use one.

  Again, I say NO REASONABLE PERSON would have moved forward with this Solar System if the inspector reviewed the work, they would have made some reference to the work that was completed. I am convinced that the damage to the roof was done by Sunvena, they also patched some of the cracks that they discovered and moved forward, the salesman who is no longer in sales for the company also advised us that they were taking over the warranty of the roof. I am now finding out that the only warranty they cover is the sections that the solar panel is on; however the salesman advised that SunVena had a roofing company and was taking over the warranty on the roof.  In addition, the original person who emailed me indicated they would send someone out to look at the roof and a decision would be made about some of the cracked tiles. I look at my neighbors tile roofs and I do not see damage, so how would this roof be damaged unless it was done by the workers that were walking all across the roof. I was shocked when the company who cleaned the roof showed me the damage, my sister who is also part owner and I were NEVER shown pictures of the damage of the roof. A tile roof is slated to last around 50 years. How are there so many cracked tiles (approximately 50 tiles) that require repair.  

  I have not indicated that there is anything wrong with the solar panels, but I am saying that the pictures that are being shown now were never shown to my sister and I. With FL being such a rainy state, there is no way we would have 1) moved forward with the solar application with such damage to the roof, 2) we would have gone to the company who held the warranty to the roof, 3) wouldn't have left the roof damaged which could now lead to damage inside our home.

  I still insist that SunVena caused the damage to this roof and should be fixing it.

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

• Initial Complaint

  Date:01/23/2024

  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.

  We entered into a contract for a solar panels to be installed on our home. The system was to produce **** kw of electricity. We were also to be able to monitor the system at any time and see how much energy we are using and what we are producing , also any extra that went back to the grid. We went live with the system the end of November, and have never been able to monitor the system yet. We have had 2 SunVena service techs come out and look at the system , both said it was not installed correctly neither were able to fix the problem. We are seeking SunVena to fix the system so we can monitor it as promised.,

  

  Business Response

  Date: 02/10/2024

  this complaint was responded to in the other thread by supplying a picture of the solar energy system production and address associated with it. This system is producing as it should be 

• Initial Complaint

  Date:01/12/2024

  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.

  We were told we would have solar system that would produce **** kw of energy and that we could monitor the system at any time. we went live with the system the end of November, as of today Jan 12, **** we still can't monitor the system. we had a tech from sunken come out in Dec and was told the system was not setup correctly and we would need another cable to get the monitoring working, the company is now denying this.

  

  Business Response

  Date: 01/26/2024

  This was resolved with proper education on the customers system 

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21135854
  
  I am rejecting this response because: as can be seen on the screen shot of the app.  The number on the upper right s lbs home and shows o kw.  This is supposed to be the amount of energy being used by the home at that time.  When I took the screen shot we had lights on , 2 tv,s on and of course the refrigerator is always on.  So it should. Be impossible for, it to ever read o kw used.  The ********* that SunVena sent out got on a speaker phone call with Tesla the maker of the app, I heard the whole conversation.  This is were I got my information from.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/10/2024

  system shows solar production is working perfectly on our end, picture attached for proof/reference 

• Initial Complaint

  Date:11/13/2023

  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.

  The solar system I purchased from sunvena is not producing any power. It has been 3 weeks since installation and it still does not produce any power. Sunvena mentioned that they are waiting for emphase engineering to review the case but i am afraid that my case will be forgotten as both enphase and sunvena have a record of not following up and blaming the other party for the cause of the system not producing power. I would like daily or at least weekly updates on this matter from both companies without having to reach out to request an update until sunvena and emphase are able to fix this issue. Please see the attached PDF of the email thread about the case for more details about the issue and for a few screenshots from the enphase application showing the current status of the system.

  

  Business Response

  Date: 11/22/2023

  Hello, before filing a BBB complaint please check your Enphase app which would show that all your panels are producing power. Screen shot proving that system is function perfectly fine and as contracted to do so is attached. 

  Customer Answer

  Date: 11/22/2023

  The issue is not fixed yet.  there is noise and interference on the line that is causing reporting issues for the system.  I spoke with enphase about this and they recommended that sunvena install powerline filters to address this issue.  Enphase also sent an email out about this to sunvena and communicated this verbally with sunvena's team.  below is a copy of the email:

   

  From: ************************* [*************************]
  Sent: 11/21/2023 8:14 AM
  To: **********************************
  Subject: 202337008992//Cross Talk//4724136
  
  Hi Team SunVena Solar LLC,
  
  Hope you are doing well!
  
  We were contacted by our mutual customer Mr. *******************************, Site **********  System Name: "*******************************". The system is experiencing cross-talk hence they would need a powerline filter to prevent this.
  
  I would request you to please reach out to him at below details:
  Mr. *******************************,
  Site ********** 
  System Name: "*******************************"
  Phone: ************
  Email: **********************************
  
  Please feel free to contact me if you require further assistance by replying to this email, which will automatically reopen the request.
  
  Furthermore, You can also contact our technical support at *************** if you have any additional queries.
  
  We are constantly striving to provide excellent customer service at Enphase Energy
  
  Thank you for choosing solar energy- ************ for a pure world.
  
  Have a great day ahead!
  
  Thanks & Regards,
  
  Tejaswi
  
  Customer Support||Enphase Energy
  
  
  Check out our critical updates page, as we continually update this page with important information.
  
  Check out our Service and Diagnostic Training Series for "how to videos".
  
  ref:!00DA00aQ9D.!5003m01ZsKVA:ref
  
  ***********************
  Customer Service Engineer / ENPHASE ENERGY
  

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20865101
  
  I am rejecting this response because:

  The issue is not fixed yet.  there is noise and interference on the line that is causing reporting issues for the system.  I spoke with enphase about this and they recommended that sunvena install powerline filters to address this issue.  Enphase also sent an email out about this to sunvena and communicated this verbally with sunvena's team.  below is a copy of the email:

   

  From: ************************* [*************************]
  Sent: 11/21/2023 8:14 AM
  To: **********************************
  Subject: 202337008992//Cross Talk//4724136
  
  Hi Team SunVena Solar LLC,
  
  Hope you are doing well!
  
  We were contacted by our mutual customer Mr. *******************************, Site **********  System Name: "*******************************". The system is experiencing cross-talk hence they would need a powerline filter to prevent this.
  
  I would request you to please reach out to him at below details:
  Mr. *******************************,
  Site ********** 
  System Name: "*******************************"
  Phone: ************
  Email: **********************************
  
  Please feel free to contact me if you require further assistance by replying to this email, which will automatically reopen the request.
  
  Furthermore, You can also contact our technical support at *************** if you have any additional queries.
  
  We are constantly striving to provide excellent customer service at Enphase Energy
  
  Thank you for choosing solar energy- ************ for a pure world.
  
  Have a great day ahead!
  
  Thanks & Regards,
  
  Tejaswi
  
  Customer Support||Enphase Energy
  
  
  Check out our critical updates page, as we continually update this page with important information.
  
  Check out our Service and Diagnostic Training Series for "how to videos".
  
  ref:!00DA00aQ9D.!5003m01ZsKVA:ref
  
  ***********************
  Customer Service Engineer / ENPHASE ENERGY

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

  

  Business Response

  Date: 11/27/2023

  Hello, 

  The system is 100% fine and communicating perfectly. DETAILED pictures attached proving this to be factual. Enphase tier 3 rep will be contacting the customer to let them know this information as well. Thank you this is solved and closed.