Complaints

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

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  Sunstrong Management

  9229 Waterford Centre Blvd Austin, TX 78758-7504

• 

  SunStrong Management LLC

  1 Park Pl Ste 200 Annapolis, MD 21401

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:07/25/2025

  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 purchased my Solar System several years ago with SunPower and they have since filed for Bankruptcy. While I was with SunPower, it was agreed that they will monitor my system for any issues and provide me access to their App for no charge to obtain my monthly solar generation. This month I went into the App only to find that there is either a monthly plan or yearly plan for a fee if I want to obtain my solar generation. SunStrong Management has since purchased the right to the ******** App and now they want to charge me a monthly service fee of $9.99 or a yearly fee of $99.99 to enable me to obtain my monthly solar generation. As this was not a part of my contract with ******** nor did I sign any agreement with SunStrong, I feel that SunStrong Management is "slamming" clients into their services without options. I've attempted to resolve the matter and called SunStrong, representative #******, and was basically referred to the website and told that I would have to purchase one of their service plan to obtain my solar generation. I have also emailed their SunStrong Support App and was advised "********'s promises about continued advanced monitoring, including the development and technical support for features such as advanced monthly monitoring or historical usage data, was eliminated in their bankruptcy." Upon speaking with several people with Solar System, none of them are being charged a monthly or yearly fee to get their solar generation.

  Business Response

  Date: 07/28/2025

  Dear Wimson ******,

  Thank you for reaching out to SunStrong Management. Please find our response attached.

  Thank you,
  ******* *.
  SunStrong Management

  Customer Answer

  Date: 07/28/2025

  Complaint: 23654413
  
  I am rejecting this response because this is a scripted response which was sent to me when I inquired about this issue. They sent me an email which stated, "Hi Wimson, We appreciate you reaching out to us and sharing your concerns about system monitoring. We know how important your system is and appreciate your patience as we address many customer concerns following ********* reorganization after their bankruptcy. We understand you may have questions about the type of monitoring guaranteed by SunPower. As you may know, the ******************** has recently undergone bankruptcy proceedings. As a result of the bankruptcy, SunStrong Management purchased the mySunPower monitoring app and the ability to provide monitoring data to consumers who have a former ******** solar system installed on their home. Unfortunately, ********* promises about continued advanced monitoring, including the development and technical support for features such as advanced monthly monitoring or historical usage data, was eliminated in their bankruptcy. However, SunStrong is fully committed to continue supporting your solar investment while covering our essential infrastructure costs. This approach maintains core monitoring features at no cost. These basic core monitoring services include: system health alerts, live system monitoring, SunVault management, Wi-Fi management, and firmware updates. Outside of basic monitoring, which you will continue to receive at no cost, you can opt to receive more advanced capabilities to get deeper insights into your clean energy investment. This is the monitoring that will require a paid subscription. ******, youve made a smart decision by choosing solar energy for your home. This enables you to enjoy: ****************** costs that protect you from rising utility rates. Clean, renewable energy that supports a greener future for your home and community. If theres anything we can do to assist or enhance your experience, please dont hesitate to reach out.
  

  Best regards,
  ***** *.
  SunStrong Management
  
  Regards,
  
  Wimson ******"

  Business Response

  Date: 07/30/2025

  Dear Wimson ******,

  Thank you for raising your concerns with SunStrong Management. Please find our response attached.

  Thank you,
  ******* *. 
  SunStrong Management

  Customer Answer

  Date: 07/30/2025

  Complaint: 23654413
  
  I am rejecting this response because they are not resolving the issue. They indicated, "there is no obligation for consumers to pay to continue to access their systems performance data and this has no impact on the functionality of the system itself," but anytime I attempt to access my solar generation, their service plan announcement appears to purchase a yearly or monthly plan. So if there is no charge to access their system for performance data, why is there a charge to obtain solar generation. The purpose of the solar system was to safe money, not to be nickled and dimed with service plan fees. Also, they indicate, "there are significant costs to SunStrong Management to continue to provide system monitoring service. We did take assignment of certain ******** leases and will continue to offer monitoring to these customers as have been contracted to do so by the investors that own these systems. We have no such obligation, nor have we been contracted to provide free monitoring to non-SunStrong customers. Free monitoring for these customers was provided by ********, a now defunct entity." I challenge this statement as I did not have any agreement or contract with SunStrong to monitor my system, it was with SunPower. If they are not going to honor agreements made with ********, then these accounts need to transferred to a company who is willing to do so or the owners of these system should be given options to go with a company who is willing to provide the service at no charge.
  
  Regards,
  
  Wimson ******

• Initial Complaint

  Date:07/24/2025

  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.

  Hi my solar panels have been broken fir mos I've contacted sunstrong management to get a tech to fix them and they still have not. They keep calling harassing me for payment but I will not pay for something that doesn't work!!!! This has caused nothing but stress and high electric bills which I cannot afford can this please be resolved.

  Business Response

  Date: 07/25/2025

  Dear ***** ********,

  Thank you for reaching out to SunStrong Management. Please find our response attached.

  Thank you,
  ******* *.
  SunStrong Management

• Initial Complaint

  Date:07/21/2025

  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.

  We purchased a home that has Solar, SunStrong Management is leasing agent. Lease runs until 2038. Solar inverter failed inspection on the home inspection on 5/14/25, due to error code 7702. We were assured that the lease would cover the equipment. We have attempted to contact SunStrong for over 30 days. There is absolutely no way to speak to a live agent. We have submitted multiple online requests. It says Ticket was submitted but no responses or timelines for repair. This is costing us $1000.00 in electricity (per month) due to solar not working which we are also paying for. The numbers/website provided provide no way to access a live agent or representative. Sunstrong has made no attempt to connect us (only ask for our payments).

  Business Response

  Date: 07/24/2025

  Dear ***** *******,

  Thank you for reaching out to SunStrong Management. Please find our response attached.

  Thank you,
  ******* *.
  SunStrong Management

• Initial Complaint

  Date:07/20/2025

  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 purchased a ******** solar system on November 3, 2022. It included a PV Supervisor module with system monitoring features at no additional cost. These features were a core part of my purchase decision.After ********* bankruptcy, SunStrong assumed support and notified me on June 18, 2025, that continued access to these features now requires a subscription ($9.99/month or $99.99/year).These premium features include:Production history Panel-level monitoring Usage analytics Monthly reports The attached contract (Page 12) confirms this functionality was originally included. The notification from SunStrong outlines the fee, and the attached screenshot shows which app features are now restricted without payment.I am requesting that SunStrong honor the original agreement and restore free access to these features as a legacy customer.

  Business Response

  Date: 07/24/2025

  Dear ****** *****,

  Thank you for reaching out to SunStrong Management. Please find our response attached.

  Thank you,
  ******* *.
  SunStrong Management

  Customer Answer

  Date: 07/24/2025

  Complaint: ********
  
  I am rejecting this response because:

  Subject: Rebuttal to SunStrong Response - BBB Complaint #********
  From: ****** *****
  Dear Better Business Bureau,
  I am writing to formally reject SunStrong Management's response to my original complaint (#********), as it
  does not address the fundamental breach of my original solar purchase agreement. I am not challenging
  SunStrong's general business model or how it interacts with other customers - I am asserting that I,
  personally, am contractually entitled to monitoring services that were included in the original purchase of my
  solar energy system from SunPower in 2022.
  SunStrong's response indicates that ********'s commitments were voided through bankruptcy. However,
  SunStrong is now operating the same monitoring infrastructure, deriving revenue from its usage, and
  continuing to support the solar systems they acquired. As a result, SunStrong is a successor-in-interest and
  is subject to obligations under applicable law.
  Under California law, including the Consumer Legal Remedies Act (Civil Code 1770(a)(5) and (a)(7)), it is
  unlawful to:
  - Represent that goods or services have characteristics, uses, or benefits that they do not have;
  - Represent that goods or services are of a particular standard, quality, or grade when they are of another.
  My solar contract, dated November 3, 2022, clearly and unambiguously includes the *** Supervisor"
  monitoring module - with no expiration or mention of additional cost. The advanced monitoring features now
  being charged for (panel-level insights, historical production data, system reports) were explicitly advertised
  and delivered as part of the included service. Their retroactive removal and monetization - especially by a
  company that acquired the benefit of the customer contract base - is misleading and may violate these
  statutes.Furthermore, successor companies cannot retain the benefits of a contract while discarding the obligations.
  This principle is embedded in both common law and bankruptcy case law. Even if certain terms were
  discharged through bankruptcy, actively profiting from inherited infrastructure while denying legacy contract
  terms raises serious legal and ethical issues.
  I am not seeking a broad policy change. I simply request that SunStrong honor the terms of my specific
  agreement and restore access to the full monitoring suite that was included at the time of sale. Requiring
  additional payment for features already paid for - and essential to the system's value - is both unreasonable
  and inconsistent with fair business practices.
  I respectfully request that the Better Business Bureau continue to mediate this complaint and keep the case
  open until SunStrong offers a resolution that upholds my original purchase terms and legal protections.
  Sincerely,

  
  ****** *****

   

  Business Response

  Date: 07/25/2025

  Dear ****** *****,

  Thank you for reaching out to SunStrong Management. Please find our response attached.

  Thank you,
  ******* *.
  SunStrong Management

  Customer Answer

  Date: 07/27/2025

  Complaint: ********
  
  I am rejecting this response because:

  Subject: Follow-up on BBB Complaint #******** - Rebuttal to SunStrong's July 25, 2025 Response
  From: ****** *****
  Dear Better Business Bureau,
  I am writing to reject SunStrong Management's July 25, 2025 response to my complaint (#********), as it
  still fails to address my contractual entitlement to the monitoring features that were included in the solar
  system I purchased from ******** on November 3, 2022.
  

  Key Issues with SunStrong's Response:
  SunStrong argues that it has no liability because it "did not assume any liabilities" of ******** during the
  bankruptcy. However:
  - Successor obligations: Under California successor liability doctrine, a company that acquires a business's
  assets - and continues to use those assets to generate revenue from the same customer base - may also
  assume obligations tied to those assets, particularly when it continues offering the same service or product to
  those same customers.
  - Consumer protection law: The California Consumer Legal Remedies Act (Civil Code 1770(a)(5) & (a)(7))
  prohibits representing goods or services as having characteristics or benefits they do not, or as being of a
  certain standard when they are not. SunStrong is leveraging the mySunPower platform and marketing
  "advanced" monitoring for a fee, while withholding access to the same monitoring features I already paid for
  as part of my system purchase.
  - My purchase contract: My original ******** contract clearly states that the PV Supervisor module - and its
  monitoring capabilities - was included in the price of my system. There was no mention of an expiration,subscription, or future cost.
  SunStrong now operates that platform and derives revenue from the monitoring infrastructure, which was
  marketed as "included" at the time of my purchase. To deny my access unless I pay again, after acquiring the
  same platform, is effectively a retroactive change to a paid-for product.
  

  What I Am Requesting:
  I am not asking SunStrong to extend this to every customer. I am asking that they honor my individual
  agreement by grandfathering me into continued access to the monitoring I paid for.
  SunStrong continues to suggest that I am simply "not obligated to pay." That misses the point: I should not be
  required to pay again for features already purchased, and my access should not be revoked because of a
  bankruptcy asset transfer from which SunStrong now benefits.
  

  Why This Matters:
  This is not about altering SunStrong's entire revenue model - it's about honoring an existing, documented
  contract for one customer. Providing me with continued access to the features included in my purchase would
  resolve this issue fairly, without forcing me to pursue other remedies.
  

  Requested Resolution:
  I ask the BBB to keep my case open and continue mediating until SunStrong provides me, as an existing
  contract holder, with the full monitoring access included in my system purchase, without requiring me to pay
  an additional subscription fee.
  

  Sincerely,

  ****** *****

• Initial Complaint

  Date:07/20/2025

  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.

  After my solar provider, ********, went bankrupt, SunStrong Management took over the servicing of my leased solar panels. In a power outage in May, I noticed that the battery did not activate even though it was 70% full. I have sent in service ticket requests and called the service center but have been told everything works fine. I would like a service person to come out and check the system so I can actually get power during an outage.

  Business Response

  Date: 07/22/2025

  Dear *** *****,

  Thank you for reaching out to SunStrong Management. Please find our response attached.

  Thank you,
  ******* *.
  SunStrong Management 

  Customer Answer

  Date: 07/22/2025

  Complaint: 23627193
  
  I am rejecting this response because:
  
  This is the same message I have received twice before. You are only checking if the system is currently operational and I already know that it is operating within expected ranges. The issue is when there is a power outage, the system does not switch to battery use. I understand if other non-working systems are higher priority for you, but this does not mean my system is totally functional. 
  

  I will continue to wait until you can send a technician. 
  
  Regards,
  
  *** *****

  Business Response

  Date: 07/25/2025

  Dear *** *****, 

  Thank you for reaching out to SunStrong Management. Please find our response attached.

  Thank you,
  ******* *.
  SunStrong Management

  Customer Answer

  Date: 07/25/2025

  Complaint: 23627193
  
  Thank you for requesting a technician. I will close this complaint when the technician has come to the house and addressed the issues with the battery. 
  
  Regards,
  
  *** *****

• Initial Complaint

  Date:07/18/2025

  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 am extremely discouraged and disappointed as a customer of ********************** (formerly SunPower). When I entered into this agreement in 2020, I was assured as stated online a 90% production guarantee. However, I have attached yearly production data clearly demonstrating a significant and ongoing discrepancy between the projected and actual performance of the system.I currently pay $106.99 monthly under our lease agreement. Despite many attempts to contact SunStrong & multiple people/business entities associated I have not been able to make proper contact. Based on the recommendations of others in similar situations, I am filing this complaint here in hopes of receiving an expedited response and a fair resolution.Critically, I recently discovered that as of March 23, 2025, my solar system has not produced any energy whatsoever. The system has been completely unresponsive and offline. This is especially concerning because the spring and summer months are when we typically offset the most energy from **********. As a result, we have experienced a drastic increase in our utility bills, placing my household under financial hardship, all while continuing to pay SunStrongs lease as agreed for a system that is not functioning.When we originally installed the system in September or October 2020, we were assured that SunPower would be able to monitor the system remotely and would notify us promptly in the event of a system failure. We have received no communication, no phone call, no email, no text, no mailed notice despite the system being down for months or under producing in the last years as referenced in the attachments.I am formally requesting that this issue be thoroughly reviewed and resolved as soon as possible. If no resolution is provided in a timely manner, I will be forced to seek legal counsel and explore all remedies available to me under the terms of the agreement and applicable Consumer Protection Laws.******* ******

  Business Response

  Date: 07/22/2025

  Dear ******* ******,

  Thank you for reaching out to SunStrong Management. Please find our response attached.

  Thank you,
  ******* *.
  SunStrong Management

  Customer Answer

  Date: 07/22/2025

  Complaint: 23619144
  
  I am not in favor of this response. My complaint still stands. 

  To SunStrong's response, 
  "As you may know, the ******************** has recently undergone bankruptcy proceedings. The solar customer agreement with each individual customer is entered into by *********************; however, the Production ********************* Warranty (the Performance Guarantee) is provided by ********************, Systems (************). ************ was responsible for the production guarantee, warranty, and other financial commitments or reimbursements; these are no longer valid as of the close of the bankruptcy. With that being said, if you call our servicing team, Launch Servicing, at **************, you can request temporary assistance with your payments until the system issues have been addressed." 

   

  I am interpreting this as no financial responsibility is being taken as it's being wash away because ************ now handled that part. 
  
  Understanding that now some things apply and others do not. If I decided to break the lease agreement to go with a company who is well established, reputable and honors production guarantee, I would be wrong, at fault and will also have legal matters in return. I need to have a clear understanding as to how we are going to move forward and if it is confirmed that this is how business will be conducted. Then I will further engage in legal matters and advocate on behalf of all ********'s signed customers who are affected by this transition and the lack of ongoing support to the areas that mattered the most to us as consumers. 

  
  Regards,
  
  ******* ******

  Business Response

  Date: 07/24/2025

  Dear ******* ******,

  Thank you for reaching out to SunStrong Management. Please find our response attached.

  Thank you,
  ******* *.
  SunStrong Management

• Initial Complaint

  Date:07/15/2025

  Type:Billing 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 has stopped functioning. I have one inverter that shows no output and the solar system meter confirms there is not output. My electric bills indicate that the system is not functioning. I have a lease agreement. Sun Strong Mangement is reponsible for the repair. I pay my lease payment every month. I just want the system repaired. There is no one available to talk to on the phone. All communication is via email.

  Business Response

  Date: 07/18/2025

  Dear ******* ***********,

  Thank you for raising your concerns to SunStrong Management. Please find our response attached.

  Thank you,
  ******* *.
  SunStrong Management 
  

• Initial Complaint

  Date:07/15/2025

  Type:Billing 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.

  They are changing the rate of interest from 3.99% to 4.24% lost several payments they change the interest paid amounts up and down on each month. And say we just write down ant amount on any day to be our records, basically saying we are crazy and don't know anything about loan repayment. They also say we have only paid $2000.00 0n our solar loan in 2 years. They have messed up our account severely since they took out bankruptcy.

  Business Response

  Date: 07/16/2025

  Dear ****** *******,
  

  Thank you for reaching out to SunStrong Management. We have received your correspondence and appreciate the opportunity to assist you.Please find our response attached.
  

  Thank you,

  ***** *.
  SunStrong Management

• Initial Complaint

  Date:07/14/2025

  Type:Delivery 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.

  The company wants to charge me double for monitoring one solar system that has a diverter for tracking purposes.

  Business Response

  Date: 07/17/2025

  Dear ******* ****,

  Thank you for reaching out to SunStrong Management. Please find our response attached.

  Thank you,
  ******* *.
  SunStrong Management

  Customer Answer

  Date: 07/17/2025

  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

  Date:07/14/2025

  Type:Product 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 June of 2024, I called Sunpower because the was an issue with my Solar Panels. In July 2024, they were able to schedule me for August 11, 2024. On August 5th, 2024, I got an email saying that ******** filed for bankruptcy. I called ******** and they said my appointment was canceled and could provide no other information. On March 28, 2025, I received an email from SunStrong Management (they bought Sunpower) and they said they received my service request, 9 months after I submitted it in June of 2024. They claim someone will review and provide an update within 5 business days of March 28, 2025. Now July 14, 2025, 108 days since March 28 and over a year since I first called Sunpower about an issue with my system, no one has contacted me, and my system is still broken. I have paid every bill on-time and have never missed a payment. It is ridiculous how I have to make my payments every month, but SunStrong does not bother to even contact me about fixing my system. I also called Sunstrong today, July 14th, 2025, and they created another service ticket #******* and said it could take another 30 before I hear from someone. Since they said someone would contact me 5 business days from March 28, and no one did, I have no reason to believe them this time.

  Business Response

  Date: 07/17/2025

  Dear ***** **********,

  Thank you for sharing your concerns with SunStrong Management. Please find our response attached.

  Thank you,
  ******* *.
  SunStrong Management