Complaints

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

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  Sun Solar

  2531 N Patterson Ave Springfield, MO 65803-6303

  
• 

  Sun Solar

  6724 Highway 63 Houston, MO 65483-2701

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:05/23/2025

  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.

  I have had several issues with sun solar being unreliable from the get go, from untimely work schedules to my current complaint of unfinished work! I had a 220v shutoff installed on the opposite side of my breaker box, Sun solar replaced my breaker box, removed the shutoff and never hooked it up, the wires were just tucked behind the meter, we contacted sun solar snd had a technician arrive on Feb 24 for a different issue he stated there were pictures before the installation taken by sun solar showing the disconnect, to date we have called several times and have not had our wiring fixed.

  

  Business Response

  Date: 06/10/2025

  We are currently working toward a solution.

• Initial Complaint

  Date:04/03/2025

  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.

  On Sep 10, 2024, I had signed a contract for Sun Solar to install a 10kwh solar panel system and paid a $5,000 deposit. A few days later, i was told that Evergy had denied the permits required for them to install the system. I was told that my options were to either try using up more electricity to prove my requirement for such a system, or attempt to try for a smaller system. They also refused to acknowledge my down payment, and would not comment on whether or not it would transfer towards the new system. I reconfirmed that i had no interest in a smaller system, so we tried again for a few **********, there is still no word on getting my solar panels, and Sun Solar wants to charge me an ever increasing cancelation fee for their inability to provide the product they sold me. Current cancellation fee is at $5,000. Why should i pay a cancellation fee if they are unable to provide the product they sold me?

  

  Business Response

  Date: 04/30/2025

  Customer has been given these options:

  1: The deposit is fully transferrable to a new project, project cost will reflect the new sytem size.
  2: We move forward with the project, once the usage to approved by the utility, we will give him a 5 panel add-on (the difference in the down size) at no cost.
  3: Cancel the project, reduce cancellation fee of $2,500.
  

  We have played phone tag with customer on an ongoing basis.

   

  Customer Answer

  Date: 05/06/2025

  Complaint: 23157092
  
  I have reviewed the business' response and am rejecting it because:
  
  i refuse to accept a smaller system than the one i signed up for.

  Please either install the appropriate system, or refund the deposit.

  A company can not legally charge a cancellation fee for being unable to provide the product they have sold. That is extortion.

  I have told Sun Solar that I wake up between noon  and 1pm. Calling at 10am is not an attempt to get ahold of me.

  I have told Sun Solar that i clock in at 4pm Thursday through Monday, and am unable to answer phone calls while working. Calling at 4:15pm is not an attempt to get ahold of me.

  I have attempted to return calls to Sun Solar management, but can only leave two second messages. These calls were never answered or returned.

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

• Initial Complaint

  Date:03/12/2025

  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.

  In 2023 my husband and I decided to go solar in our home. We did business with Sun solar. It has been nothing but a headache since installation. First off, the salesman used bate and switch tactics to get us to agree to the purchase. We were told we would have $0 in enegery cost. Unfortunately, this has not been the case, we are paying $380/month (sun solar) + Ameren bill. Cooling season is about to begin and we will be paying close to $700/month for engery once we are in the summer months. The install was done by a 3rd party vendor, and hasnt worked to what we were promised since day 1. We made a previous complaint a year ago, due to the installation not being satisfactory and not being given an option for other a solar battery. We dropped the claim because we came to an agreement with there VP to switch out our generator for power cell battery and then pay a reduce cost for secondary one. Unfortunately, after we dropped the claim we were told they were unable to make it work with the loan company, we agreed to just keep the generator as a back up source. The generator has never worked since day 1. Its been 1.5 years and the generator has never worked. The install was not done to electrical code which has caused us to burn fuses. Sun Solar ordered the fuses from ******. What kind of reputable companies orders there parts from ******? They came back out in December 2024 to replace the fuses, and we were told that the transfer switch has to be replaced because it was not installed correctly. Its been 2 months since then and we have not heard anything from the company. I have reached out to **** Brand (VP) multiple times to get and *** and either get I am working on it response or no response at all. We have request both via text to **** (no response) and email to sun solar that we terminate our agreement. I am wounded warrior veteran on a fixed income and cant afford to paying close $700 on energy between sun solar and Ameren.

  

  Business Response

  Date: 03/19/2025

  Customers claims of not communicating are incorrect. She is correct that the transfer switch is not working and needs to be replaced. At the time service found the problem they ordered a new switch to replace and was have difficulty in getting a new one. This was communicated with her we are waiting on the part and Generac has had issues with shipment of parts recently that we did not have an ETA. As soon as part has been shipped we will have to set a time to go replace. The last time 2 times she texted **** she asked to get her money back. He told her that we would see that generator worked, which and we contacted her to let her know that Generac was looking at the issue and we have requested to warranty it with a new generator. It was also communicated to her that service would look at her production to see if it was under what we promised and we would correct it and reimburse for lost production. 
  
  To be address her complaint that **** did not communicate with her, she texted him and he texted her back with the responses. The last text he did not text her back directly but communicated with operations and then got Generac involved to request it to be replaced for the customer. Then operations contacted the Beckettes to let them know what we are doing with the generator.
  

  First issue was that the Generac monitoring device was not provided from the manufacturer due to supply constraints from Covid (manufactured in 2021) - Installed the Generac in December of 2023 and obtained permission to operate in the same month.  In September 2024, we went through the Generac warranty process to obtain the cell card required for monitoring from Generac.  The manufacturer only sends the part directly to the customer.  We cannot confirm or deny the customer has received the part, we were not provided tracking from Generac or confirmation from the Customer.  We will need to attempt to obtain another cell card to provide monitoring for the Generac or hire another certified Generac technician to perform the work.
  
  Second issue was that we had the installed the system in December of 2023, however, the customer did not install the required gas line for the generator until July of 2024.  We reimbursed $1,500 to customer on July 5, 2024 after a licensed plumber performed that work, but installation to completion of the gas line was 6 months.
  
  Third issue regarding production, the system has produced ******kW with a guarantee of 20,184kW.  Which is equal to *****kWH of over production or 116% of what Sun Solar   promised in her agreement.

  
  The Beckettes have had many issues since the install, but we have done everything to rectify the issues. They were originally offered to trade the generator with the battery which was their wish. We did so with them paying only a very little difference in cost. Due to delays from the *** and utility to approve the change they determined to stay with a generator. We have sent crews on several occasion to be troubleshot and work on their system. All issues can be corrected. But removing the system and returning the money would not be possible. 
  

  
  

  Customer Answer

  Date: 03/19/2025

  Complaint: 23058641
  
  I have reviewed the business' response and am rejecting it because:
  
  The Generator has never worked we do NOT want a new system.  This has been over a year and we gave plenty time and chances.

  As far as communication they do NOT communicate with us unless I initiate it during actual power outages which we have had.
  

  For over a year they have promised promised promised with no ACTUAL solution.  They can put pretty words on paper but they are not doing what they claim they are doing.

  in Addition, we did want the batteries in the beginning but we were sold the generator under a false pretense that I needed the generator instead of the batteries.  To rectify that they were going to charge us an additional $12,000.    This was around initial install.  No solution was made with the batteries because we kept getting the run around.  Finally in July I reluctantly agreed to just keep the generator because we so desperately needed the backup power because my area loses power a lot.

  Not once did the Generator work.  Every power outage would be when I texted ****.  Yes, when I texted ****.  He, nor anyone else in the company has NEVER reached out to us to give us updates. 
  

  Sun Solar is providing false information to you..

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

  

  Business Response

  Date: 03/31/2025

  Our team has responded to every text, email and phone call.Most correspondence from the ******** has come through text messages and going through all of them we see that we failed to reply to **** ******** one-time the same day but did so the next day. We have committed to her to compensate for lost production and had our service department looking into this. We had communicated with her that the part needed for generator was on backorder from Generac as reason for the delay. The correspondence we had from her March 14,6:47 pm after discussing with our Ops Director that we were going to have Generac respond to check and warranty to replace the generator not working. 
  
  The battery she mentioned no solution is incorrect. We had agreed to exchange the original generator to be installed for a battery at no extra cost than the charge for the generator. The only reason for the time to get battery installed was to make the changes with the *** and Utility. It was the ********** decision to stay with the generator. 
  
  We have been in contact with the ********** throughout the process to make every effort to resolve all issues.  Her last text to our **************** Manager, ****, was that she would refuse anyone to come on the property to fix it.

  Customer Answer

  Date: 05/19/2025

  5/19/2025 PE:  Quick phone call to consumer.  She was busy and asked to speak tomorrow, 5/20.  Subsequent email to consumer providing her with my contact information.

  5/20/2025 PE:  Spoke with consumer at length.  A third party came to her residence to repair generator but she is still paying $ for solar AND electric.  We discussed supporting documentation which she is gathering and will send.  The business has not returned phone calls since the generator was repaired.  We discussed getting a third party vendor (solar company) to provide a written assessment of what is wrong and how much it would take to fix it.  Consumer is gathering that too.

  6/5/2025 PE:  Email to **** asking about any third-party estimates that she may have so that we can move forward and request compensation from Sun Solar.

  6/5/2025 PE:  After logging out, this email came through from the consumer:  **** Mudd<***************************>ll

  To:

  ?

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

  u 6/5/2025 7:49 PM

  Im sorry but we have had some family issues come up and I am not in the right head space to even think about this.   I appreciate your help and attention to this matter but you can close the case.  

  
  

  
  

  Sent from my iPhone

• Initial Complaint

  Date:01/27/2025

  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.

  Sun Solar installed a 30-panel array on top of my septic field, ignoring my repeated warnings that DigRite only marks public utilities, not private systems like septic. They changed the original plan (which was on the other side of the house) & specifically chose this new spot, effectively gambling with my property. Their trencher tore through six pipes from my distribution box, causing significant damage to my system.I had to call *************** for an emergency assessment. Their technician confirmed the array sits over my leech lines, with potential long-term damage still unknown. *************** failed the installation for improper placement over the septic field, burying wires only one foot deep instead of two, & more. At the countys direction, the trench remained open for weeks to verify repairs.When I asked Sun Solar to relocate the array, they proposed a spot still in the same areaagain without confirming what lay beneath. Their operations manager claimed there was a 2 step process (scouting and then checking for underground utilities), yet they had already sent me new plans for county approval, exposing his statement as false. Realizing I could not trust them, I asked to cancel the project entirely. Rather than fixing their mistakes, their Vice President, ****, demanded I pay $12,000 to remove the array. The contract does not grant them the right negligence & then bill me an outrageous fee to clean up their own errors.I am filing this BBB complaint to highlight Sun Solars disregard for standard excavation practices, careless work, and refusal to accept responsibility. Their botched approach left me with damaged septic pipes, open trenches, and a solar array precariously placed atop a vital system. If Sun Solar is worried about covering costs, they should have done their job properly the first time. I will not pay them a dime to fix a catastrophe they created. H*** will freeze over before I foot the bill for their negligent ****** on my property.

  

  Business Response

  Date: 02/11/2025

  Initially, Mr. ******** requested that the solar system be installed on the southwest side of his property. However, this location was not suitable for optimal solar production due to excessive shading from trees. After discussing this concern with him, he agreed that the northeast side of the property was the most viable option to maximize system performance. Following a consultation with the site surveyor, he specified the alternate location. The site surveyor marked the location where the customer indicated the septic system was situated.
  The decision to relocate the system to the northeast side was made with Mr. ********* full knowledge and consent, as it provided the best solar exposure and energy production.
  Good-Faith Efforts to Resolve the Issue -
  Since the completion of the installation, Sun Solar has made multiple attempts to collaborate with Mr. ******** to address his concerns. However, he has been unwilling to consider reasonable solutions and has exhibited aggressive behavior toward our Operations Director and Vice President.
  Despite this, we have extended several offers to rectify the situation,including:
  Relocation at No Cost We offered to relocate the system at no expense to the customer. Mr. ******** declined this offer. He met the Branch Operations Manager on-site to discuss alternative placements, provided approval, and was offered the opportunity for a locator company to verify the location.
  Project Cancellation and System Removal Despite incurring substantial installation costs, Sun Solar offered to waive the cancellation fee and provided Mr. ******** with the system removal cost. He declined this offer.
  Compensation for Lost Production We also proposed compensation for any loss of production and/or delayed system performance as stipulated in the contract.
  Final Resolution Proposal Sun Solar presented a final resolution: either allow us to address the issue at no cost or assume financial responsibility for the removal of the system.
  Mr. ******** rejected all available options.

  Sun Solar adheres to standard industry practices for excavation and relies on customers to provide accurate information regarding private utilities, including septic systems. At no point did Mr. ******** present official documentation delineating the precise location of his septic field.
  The concern raised by *************** was not about the solar system itself but rather the trenching depth. Sun Solar was fully prepared to correct this matter; however, Mr. ******** refused to allow us the opportunity to do so.

  Sun Solar has exhausted all reasonable avenues to reach a resolution, yet Mr. ******** has declined every attempt at remediation. Given the circumstances, we believe we have acted in good faith by:
  Clearly communicating the systems placement and obtaining the customers agreement to the modification.
  Presenting multiple resolution options, including relocation at no cost, compensation, or system removal at a reasonable cost.
  Upholding professional conduct despite the customers repeated hostile interactions with our team.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sun solar offers a production guarantee and we had a system underperforming and then completely offline for a significant amount of time. Was promised a resolution and then completely cutoff from responses. Spent over $130k and wanted to order more, but get no responses from anyone. Have months of unanswered emails now I can provide copies of

  

  Business Response

  Date: 01/07/2025

  
  We have reached out to him three times, left messages for him.  He has been fully compensated for everything.  

  Customer Answer

  Date: 01/15/2025

  No one has reached out to me regarding the production guarantee. They also stated I was fully compensated. I have never received a single payment from other than what was included to pay contractors in the loans. 

  No production loss has ever been provided. Their response was a lie.

  

  Business Response

  Date: 03/19/2025

  030525 JM: Mr. **** ******** call me back again today and informed me that he tried to reach Mr. ******* yesterday at 10:53 am and left him another message today at 2:39PM. 

  030725 JM: Mr. **** ******** call and   Left a message for Mr. ***** to give him call back so that he could his explain the production payout plan that he is under. 

  031225JM: *********************** call and Left a message for Mr. ***** to give him a call back. 

  031425JM: Mr. ******** called me back and stated he spoke with Mr. ******* and provided him with information regarding his production pay of $6000, $10000, and $300.00 that was paid to him directly. After a lengthy communication with the consumer he was satisfied with the outcome. Mr. ******** would like for this complaint to be "Close" as he has assured Mr. ******* that if he had more questions he can call him directly to clarify any misunderstanding.  

  031725JM: Mr. ******** called me back and confirmed with me again that he had spoke with Mr. ******* regarding if he had a complete understanding of the money his company has paid for his production According to Mr. ********************* understand and has called the BBB to close this complaint. 

  Customer Answer

  Date: 03/19/2025

  030525 JM:I left a voicemail for *** ******* to return a call to me. 

  030725 JM: I left an voicemail and sent an email for *** ******* to return a call to me. 

  031225JM: *** ******* stated he has been busy with his Mother sickness and will look further into the situation. He did received a voicemail from *** ********. 

  031425JM: *** ******* confirmed  he spoke with *** ************** and was provide information regarding his production pay of $6000, $10000, and $300.00 that was paid to him directly.

  031725JM: *** ******* has stated to "close" this complaint as he has a better understanding of the production pay that he should have receive. He thanks  BBB for all of  our help in getting this misunderstanding/corrected. He will gladly advise us if he needs an y further help from the BBB. 

• Initial Complaint

  Date:12/06/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sucks! I thought they were to be able to see if something was faulty with my solar. I went since July w/o solar. They finally yesterday fixed it. Been freezing so as to not pay the 100$ electric bills I was paying not knowing my solar wasn't working, while also paying them for solar that I wasn't using. They won't reimburse me ANY money b/c it's past the 1 year in which I'm eligible for reimbursement. It wasn't MY fault the part was broken. Buyer, BEWARE!!!!!!!

  

  Business Response

  Date: 12/19/2024

  We are reimbursing customer for missed production.

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:11/15/2024

  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.

  I entered a contest on Instagram and have been harassed via text and phone call for a few weeks. I believe that under the guise of a contest is lead gathering for super high pressure sales. Literally, no other contest Ive entered in my almost half century on earth has resulted in immediate numerous texts from multiple, unrecognizable (417) area code numbers. I block one and they call from another. They are suuuuuper aggressive.

  

  Business Response

  Date: 11/20/2024

  IT Department has responded that this number as been marked as Do Not Call.

• Initial Complaint

  Date:10/18/2024

  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 had solar panels installed and was told by the salesman that it would come with batteries and they did not leave batteries when the installation happened. I called to inquire about the batteries and they are now saying I would have to pay $30,000 for the batteries. The panels are basically useless without the batteries and they left the batteries out of the contract.

  

  Business Response

  Date: 11/20/2024

  Our VP of Sales and Operations has been in contact with this consumer multiple times and they are working on an agreement.

• Initial Complaint

  Date:09/20/2024

  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.

  In February 2024, I contacted Sun Solar regarding getting solar for my home, with the intent of reducing our monthly electrical expenses. We engaged with ******* ********* who conducted an in-home consultation. Following this discussion, we expressed our intention to proceed with the installation of solar panels, contingent upon the completion of feasibility assessments to determine the project's viability. Soon thereafter, I notified Mr. ******** that I would be deploying with the military, necessitating a temporary hold on the project until my return. During my deployment, I received a notification indicating that I had purportedly canceled my contract, which triggered a $3,500 cancellation fee, contrary to the contract's stipulated $2,000 fee.Originally, it was assumed that this notification was erroneous, as Mr. ******** was aware of my deployment status and our intent to resume the project upon my return. However, upon my return and subsequent communication with Mr. ********* I was informed that he had unilaterally canceled the contract due to a lack of communication during my deployment. Mr. ******** acknowledged his oversight regarding my deployment and expressed regret for the error.During our discussions regarding potential resolutions, Mr. ******** presented two options: either pay the $3,500 cancellation fee or provide a five-star review on ****** in exchange for a reduced monthly cost, decreasing from the original $145 to $133. Additionally, I requested an itemized statement justifying the $3,500 fee; however, I was informed that no such document exists and that I must accept the accuracy of their billing without verification. Given these circumstances, I now find myself in a position of diminished trust in the company, particularly as the cancellation of the contract was executed by Sun Solar, not by me or my family.Therefore, I formally request a resolution regarding the disposition of the contract, seeking cancellation without any associated fees.

  

  Business Response

  Date: 10/11/2024

  Our internal investigation into this situation results in our Energy Consultant's statement - 

  I'll start with him stating "they expressed the intention to proceed contingent on the feasibility study". At no point did I give them the impression that the contract they'd already signed was contingent on the feasibility study. He did let me know we needed to speak after the initial feasibility study was sent out , expressing his concerns on production. I asked that he let me present him with a smaller system with panels only facing south,which would equate to some savings after installation. On that call he also mentioned the potential of putting the house on the market within the next year and expressed slight concern about being able to sell the home once it's installed.  My rebuttal at that point was to provide him with literature for our clients who are considering selling their house after solar has been installed , then to forward to his real estate agent, which I did so as well as the new proposal on 3/13/2024.  I repeatedly tried to follow up with phone calls, and text to confirm his intent on the revised proposal. My last attempt to gain correspondence prior to the cancellation notice being sent out was on 4/18/2024 @ 10:08am, to which he didn't respond until 9/12/2024 stating he just returned from a trip and wanted to discuss the cancellation notice. I have all the text & emails to confirm the lines of communication.

  Upon reviewing the project, our company had logged many hours in the background to get this project to point of installation.  Our customer contracts state cancellation fee schedule and there is no line item invoice for cancellation.

   

  Customer Answer

  Date: 10/13/2024

  Complaint: 22315158
  
  I have reviewed the business' response and am rejecting it because:
  
  Does not reflect what really happened. The response willfully omits the part where they knew I was deploying (military) and would be out of touch for a few months. They simply say returned from a trip. During that time was when the company cancelled the contract not myself. Thus their clause of cancelling the contract does not fall under the clause of me cancelling and would therefore not result in a $3,500 cancellation fee. Please reconsider this cancellation fee so we can all move on. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 10/16/2024

  Please see attachment for additional business response.

• Initial Complaint

  Date:09/18/2024

  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.

  My $52,000+ system was installed July 2018, and included a mobile application that displayed real time power generation information. In June of 2023, the application failed, and our electrical bills increased from $13.83 in May to $190.03 in June 2023. Because there is no way to report errors online, I called but was told no one was available to help and they would call back. I was not called back, so I called the next week but always spoke to a different person who had no idea about the situation. They never gave an email address, or respond in ********** July of 2023, I asked about the application to confirm the system status. They told me I would be responsible for $758.83 to upgrade the inverter. They assured me that my system worked, even though my electric bill proved it did not. They blamed *****************, and assured me that I would be compensated if anything was Sun Solars responsibility, but nothing was confirmed in writing. They said that my contract did not include any guarantee of a mobile application, and when they sent me a contract, it was ************** ******* of *********, **. (This broke the section 13 confidentiality clause.) They never produced my contract to confirm with my files. In August 2024 a technician was sent to check my system. He was late, and said that the system was off without explanation. We still have no way to check that the system is properly working. After a month, our electric bill does not reflect any production, and is up *****% (as of the date of this writing), after being $316.12 in July of 2024. No mention of any compensation for the year that the system was not operational.The system is still under warranty, and they have done NO customer service. I do not want to take legal action, but I may be forced to do so.

  

  Business Response

  Date: 09/23/2024

  The cost was for outdated cell cards, which is out of Sun Solar control.  However, to resolve this issue, Sun Solar is installing a cell card at no cost.  After that, missed production will be reviewed and resolved with customer.