ComplaintsforADT Solar

• Initial Complaint

  04/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was working with a local sales representative and was promise they pay the first 24 month of the solar loan if I sign with them. I have recieved the first 12 months payment. So I reach back out to my local sales help and contact. He said he got everything situated and put it back in the system to recieve the other half. A month later reached back out, adp solar belly up and got rid of there sales rep. Which now they say there is no documentation on it and sales rep never put in the promo. Just looking to receive the other half of my promotion.

  

  Business response

  04/08/2024

  Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.

  Customer response

  04/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21501756, and find that this resolution is satisfactory to me. 
  
  Regards,
  ****** ******

• Initial Complaint

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ADT Solar has left 6 solar panels broken at my house since December. No matter how many times I call their customer support line, I am never given a clear answer about when they will be fixed, nor am I given any option to speak with a supervisor or manager. At this point, it is clear that ADT Solar is specifically instructing its employees to defer/deter client calls having anything to do with solar equipment repairs. This is a bad faith business practice and I'd either like to have my system fixed or be refunded for the cost of the system.

  

  Business response

  04/02/2024

  Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We entered into a contract with ADT Solar to install solar panels on our house. We made it down payment of $11,008. Date, that has not been accomplished, and we now understand that ADT solar is getting out of the business.Wed like them to refund our money promptly.We can provide a copy of a canceled check. But they have the signed contract.

  

  Business response

  04/02/2024

  Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ADT Solar purchased our contract from SunPro while in process of installation. Contact signed Oct 2021, project completion September 2022. Ive had 13 panels micro inverters not working for 85 days. Ive worked with the tech company (Enphase) to trouble shoot the issues. Enphase has submitted a case to ADT Solar on January 2, 2024 to have a tech do a site visit to discover/rectify the issue. I have called multiple times and been told they are working to assign a sub contractor as they no longer have any of their own to service. I have yet to hear from ADT Solar with an update on someone coming out. I have followed up with both ADT Solar **************** and Enphase with out any progress. Enphase is now telling to co contact a service provider in my area that can come out and handle the issues. Both providers have told me I will be charged a site visit fee as they were not the insulation company. I will soon be on my 3rd month of both an $80,000 Solar loan payment as well as an electric company bill.

  

  Business response

  04/01/2024

  Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Long story short. Lies from the beginning, system didnt work from day 1, took 3-4 months to fix which was long. Than inverters didnt work from there 50% at working. Took 3+ more months to figure that issue and bring someone out. Company sold 3x in that time frame. Sunpro- to ADT- to Forbright. Made many complaints. Had them at ADT last month Feb 24 send me check for utility bills. At first SunPro was reimbursing me monthly while system wasnt working but that stopped when bought from ADT. Was paying 2-3x more than before panels installed. Nightmare and now I called to find out ********* wrote the contract off to ********* Recovery and they gave me 2 options. Pay $55k now or payments of 6 months. I was willing to catch up my payments on the panels with the check ADT just sent me ** I knew I owed a little over $1k but Im sick of all this. Acct number is ************

  

  Business response

  03/26/2024

  Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.

  Customer response

  03/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [You have not responded with anything. I gave you the facts, I have names of all people involved on your companys behalf and of the ones before you bought SunPro. I just want a remedy of canceling and refund of it all. Please let me know what is needed]
  
  Regards,
  
  ***************************
  
   
  

  

  Business response

  04/05/2024

  Hello there,

  Your case has been closed. Enphase it is operating and producing as it should be at this time. Bill review case and results were shared. Production check was sent. Lender and balance need to addressed with lender direct as we do not have access.

  Thank you,

• Initial Complaint

  03/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I feel that I was lied to and deceived two years ago and still being lied to now. Signed a contract with Sunpro solar, who has now teamed up with Adt solar. the install work took about a year and is still not fully complete. I thought I was getting a complete system only to find out latter I needed batteries, that is not fair. The things I found out latter just disgust me I think they took advantage of me because of my age or color, I am 71yr and black. I'm paying 53k for 20 panels and talked another person who was paying 52k for 40 panels how is that fair. I have paid about ****** dollars in two years because I now have two bills to pay. Whenever I call Sunpro/Adt always talk to someone different. Should have known something was wrong when salesman gave me a fake name. I refuse to have system turned on because of the lies told. I was sent a contract to doc sign with some tricky wording, and if I wasn't careful I would have settled 606 dollars. I was also lead to believe if or when I nee a new roof they would remove and replace, never talked about a price. I feel I was scammed, and i'm still telling them to remove the panels from my house, they have not been used. I will agree to take the loss this far. I do not trust this company or these people.

  

  Business response

  04/04/2024

  Hi ****, thank you for reaching out! A case has been created, an agent will review and reach out. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am leasing my panels from SunPower however I contracted the panels with a company named SunPro who did a terrible job of installing my panels, Sun Pro was then absorbed by ADT Solar. I contacted them due to a roof leak under my panels which they came out to assess, walked all over. my roof and finally identified the leak after cutting a hole In my bathroom. ceiling. I was told that they would be sending a roofing contractor out to repair the leak and thereafter the hole in my ceiling. It was also mentioned that SunPro previously did a poor patch job on a previous leak repair attempt. No one has bothered to complete the task and I am having great difficulty getting anyone to acknowledge me. I spoke with the area manager prior to them coming out his name Is *******************************, they sent technicians out, one in particular is *************************(the only phone number I have). He has messaged me back on March 5th finally that they were working with a sub contractor roofer to get permit for reroof, but nothing has come of this nor does he currently respond to me. When I call the main customer service line they inform me that the case is closed and they don't intend to do anything. So many discrepancies in what I am hearing. I have also attempted to make contact with the President ************************** NO one has given me the respect of reaching back out to me. I have called repeatedly with no result. This is unethical business practice. They have shown no interest in resolving the issue. I am a 66 year old woman who has no one on her side, but I do have my voice and will not give up on this issue.

  

  Business response

  03/21/2024

  Hello,

  Your case is being worked on and we will reach out with updates when they are available.

  I will be following up with you direct via email.

  Thank you,

  **********************;

  Customer response

  03/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
   
  

  Customer response

  03/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 2019 we were approached by SunPro Solar. We were pressured into buying a solar system with the promise of eliminating our electric bill and a tax credit of $20,000 to apply to the cost ($57000) of the panels. Payment on the panels was $337.00 but after rebate AND NO ELECTRIC bill, the payments would drop to around $200 making this less than our current electric bill. We would OWN the panels quickly because referrals were$1000 each and the money we were not paying out in electric bills could be applied to the cost of the panels. We were told all maintenance would be provided by SunPro. the tax rebate was a lie and because we did not have $20,000 to apply to the loan, our payments went up to $457. We were told that the electric company would PAY US for any electricity produced and not used. Not true. They buy it low and sell it back to you at a higher rate. The first few months SunPro gave the electric company credits so we did not receive a bill. Therefore, we thought we had a good deal and I referred several of my friends and they also signed up generating a $1000 referral fee which was applied to the loan. They are all experiencing the same issues We have had. I recently discovered that SunPro was bought by ADT which is now closing their doors. We have not been contacted since the purchase of the system about maintenance or how to contact the company. I also have a leak in my roof that happened after the installation of the panels but SunPro denied they caused it. This is not a good company!! I now have a $67000 loan on solar panels resulting in a $457 month payment PLUS a $200 to $400 electric bill and the maintenance contract is useless!

  

  Business response

  03/22/2024

  Hello ****, thank you for expressing your concerns with ADT Solar, your feedback is a valuable source of information in improving our service to our customers. Please accept our apology, we are reaching out to the appropriate department to address your concerns.  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We signed a contract for solar panels and installation in Sept of 2023. This evening, when contacting their rep who sold ** the panels, we were told that why had closed their solar division and that she was surprised that they hadnt contacted us. No e mail no calls. It has been three months since last contact was initiated by me to *********************** on 1/19 who told me that we were soon to be installed. We wish for our 14, ****** back. We have held off on a roof repair (possibly caused by them walking in roof tiles) pending the install as this all to be taken care of upon completion of the solar install. We wish for our money bacK.

  

  Business response

  03/20/2024

  Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 3/24/2022 I met with a salesman by the name of *********************************** who worked for SunPro solar company (later turned ADT Solar which is now no longer operational) in *****, ** to talk about purchasing solar panels for my home. I was informed that we would be able to transfer the loan to another buyer of the home in the foreseeable future if we were to move. Fast forward a year, and we have been trying to sell our home. Through the process, we have learned that the solar panels are creating a lien on the home with the bank and the mortgage company; there is also no mentioning of this A. when we spoke to the salesman or B, in any of the contracts that we signed. This has been affecting the sale of our home; it has been very difficult to find an answer from ADT or the bank on what the correct way to approach this situation. When we started with our solar journey, we were using SunPro. It had then switched hands to ADT; as of recently, ADT has stopped doing solar and now it seems as though it is impossible to find who to speak to about even getting help with the panels. The bank with whom we have the loan has switched twice since getting the solar panels. This has caused headaches with purchasing a new home since the loan appears on a credit report, there is no contact information for the bank ***************** therefore delaying the purchasing of our new home. Overall, we believe there to be a lot of poor business practices that have been occurring and we would never had known if we weren't trying to sell our home that has the solar panels.

  

  Business response

  03/19/2024

  Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.

*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. ↩