Primary Location
Amenities
Accessibility
Wheelchair accessible entranceWheelchair accessible parking lot
I have 2 separate (14 panels and 12 panels) existing Sunpower systems already installed in my house and decided to add more panels (9). I went back for the simplicity of using 1 company and I am assuming they will at least take good care of me because of my loyalty to the company. Unfortunately I was mistaken.
I have nothing but positive reviews for the sales team but has a bunch of different issues with getting my system going after installation. The communication method with the project coordinator definitely needs some work. At most times you won’t get a response until after two weeks after you send them an email. It is unfortunate that it’s close to impossible to get them on the phone.
It took about two months after getting our PTO to get our new system completely going.
I was promised that they can combine the 12 panel and the new 9 panel system into one monitoring system. They did do that but it took almost two months of back and forth to get things going.
Scheduling a technician to come out is a hit or miss. I get a text to confirm appointment dates and there will be a no show. Other times they will just show unexpectedly. I am recovering from a knee surgery and I informed them to confirm with me about a possible date and technician will just show up unannounced.
Also, technicians will come out and flat out inform you that they don’t know what they need to do as they haven’t performed the task of combining two systems into one monitor.
Also had an issue where our system wasn’t really working because of a faulty emergency shut off.
Also, at times the project coordinator does not really understand what is going even after providing detailed explanation of what is wrong with the system. Technicians will come out thinking they need to perform a specific action unrelated to the issue at hand.
I am just relieved that the last technician completely knew what he needed to do to fix all the issues we are having.
It was just an overall unpleasant and frustrating experience.
I will start with the positive. Every single person from the installation crew that has come to my home has been incredible. The installation crew worked quickly when on-site, very respectful and just all around some of the nicest people I have had work on my home. Can’t say enough about the installation crew. The initial sales and planning was great as well, very efficient, informative and enjoyable process. The most frustrating part of this process and the reason for the low rating is the speed and the communication after I signed the contract. Out project manager, Chloe, doesn’t ever proactively contact us and I don’t believe she has ever responded to me in less that 72 business hours. It has been about 9 months since we signed the contract and we still are net turned on. I have now paid 2 months of my solar loan in addition to my electric utility bill. There was an error in the design and it was not compliant with my city building code so after they had the first inspection they had to redraw plans, install a power shut off circuit and then have multiple inspections…. And I am still waiting. After buying a $70k system, I would have expected to have better communication, project execution and basic concern for my satisfaction. I know I am close to the finish line and will hopefully enjoy a quality system for years to come, but it has not been easy getting to this point. Hopefully they can get me finished up in the next month or two.
Update…. 9/1/23 Our situation has gotten worse. We are still paying for our power from the utility, our hot tub now blows the main circuit breaker, we have had technicians show up at our house with no warning to try to help figure out what is going on, and to top everything off our representative just told me we are getting close to 90 days after the installation so now she can’t assist with my issues and I now have to call an 800 number for help.
I am giving two more weeks for a resolution and will then file a report with the better business bureau and consult a lawyer to evaluate whether they have breached our contract. Very disappointed with this company!
