SunPower Systems
reviews and complaints

Highly recommend this company! They are professional, responsive, and stand behind their products. I am so happy with the service I received from SunPower by Sun Solar. They were really professional and knew what they were doing. They were always there when I had questions and they responded quickly. I really appreciate that they stand behind their products and provide great customer support. It's nice to know that if anything goes wrong, they will be there to help. Overall, I am very satisfied with my experience with SunPower by Sun Solar.

SunPower by Sun Solar was our choice in gettin our rooftop solar. We couldn't have had a better experience. They delivered on every promise from start to finish.

Highly recommend this company! They are professionals. I received updates on my project from their customer liaison team. Everyone is responsive and made the process easy.

I got my solar installed in 2017. This is my 6th true up bill with a credit. I am really happy with Sun Solar and their service. I even got enough power left to use a space heater when I need it.

I had to wait for over two months to get a part replaced in my system so that it could generate enough electricity. They came twice to replace it, but unfortunately, they didn't have the necessary parts. I think it was one of the inverters that needed to be replaced. I strongly recommend against working with this company. I would give them zero stars for everything they did.

Andrew and the team at Sun Solar were always upfront and honest about the entire solar installation process. I had multiple companies come out for bids, and I was impressed by Sun Solar's professionalism and transparency. They weren't pushy like the other companies, and Andrew and his team explained everything thoroughly!

These guys are the best in the area, hands down. Andrew was knowledgable and helped us size our system appropriately for an electric car we plan on adding in the future. We just had the system installed on our new house. Very easy process! The crew was clean cut and professional too. I wish every contractor was this good! Very simple process.

This company don't take no responsibility or accountability. They somehow had my neighbor and my inverter switched (address 2940/2949). They didn't tell me why they were working on my panels that I bought and not leased. They lied to me and said it was maintenance. My neighbor told me after when we were all complaining about the solar company. When they came for the "maintenance" they shut the power off. When they were done they told me that everything is working and that they were done. 6 months later I see my bill for the true up to be 5,000 dollars. I called customer service and they walked me through it and I saw that the power were set to off. When I told customer service the issue they did nothing and stated it wasn't their fault. I advised them that their tech came out and caused this. They lied about the switched inverter. They lied about everything working fine and that they were done. I was left with a bill and asked them to meet me halfway. They said no. I've told friends and families about this company and warned them. Please don't do business with this company. 30,000 I've spent to help lower my pg&e bills and all they've done is screwed me and caused me a fat bill to deal with. You've been warned.

It's not an honest business. The customer service hold time is more than 1 hour and they hang up on you. But if your project is not done they will transfer you to the *** And It's hard to have PC answer you back. My system missing a CT consumption part. I've been told by the installation tech that part was missing and just because the installer was too lazy to have it done. Then I try to contact *** And calling customer service since 15th of August. Then they come up with a "solution" my panel was compatible... Which they already did site survey and I asked multiple time if my panel needs to be upgraded they said no need to do anything. And I tried to get answer from them why it's not compatible, they have no answer to me just saying it's not compatible. Below is the reply from CT I was informed by the install lead that your service panel was incompatible with the consumption piece, meaning it is unable to be installed. This means that no other pieces will need to be added on your system, and right now we are only waiting on PG&E to give approval of the system.And after I filed complain from Complaintsboard.com their customer service replied my main panel is not compatible. But no diagram picture or anything showing what and why it's not compatible. I got two different answers from the same company. I would say the installation guy was honest. Then the whole customer service turned me down. I'm just asking for a piece That I'm paying for. But felt the person on customer service and CT just try to push their responsibility back to me. They do have really good sales people. But do more research on their customer service and PC response. It's not what sales person presented. I even sent email to their ceo m. Not a single word back from him... NOT RECOMMENDED. Billing department too seems they are overseas they reply after 1-2 weeks and in the very early morning. After I sent emails and even their own CT sent emails to them.

I chose this company mainly because of A+ rated on Complaintsboard.com website which was a big mistake!I signed a cash contract with Sunpower in April ***.The process of project designing took a long time because of few designing mistakes and installation that completed in 4 months.After all designing mistake corrected, *** contacted me that the *** smaller 425 panel series.The system needed to be redesigned again, few mistakes happened again during redesigning that needed to be corrected.The installation process started in June and finished in September 2022 total of 4 months!It required a few times installer and electrician come to complete the installation and some installed parts were defective that needed to be ordered and replaced.The installation was a hassle because of no shows for appointments, showing up without notice and project coordinator delay replying to simple emails at least 2-3 days delay.Phone conversation was impossible with project coordinator since nobody was talking to us and we had to leave voice messages with a secretary with no call backs.during the installation period I received the final bill with a short due date when the system was not still functional.The agreement on contract was customer has to pay the final bill after installation is completed but I received the bill right after process started.The system started working in late September without anyone explain the system to us so far.I tried to pay the final bill on line after system started working even before anybody come and explain the system but Sunpower asking for late fee payment agreement.Contacting their billing department and coordinator did not end up to anywhere for waving late fee agreement.My question for Complaintsboard.com is why this company listed as A+ on your website?

The lack of communication is absurd besides that they were supposed to install last Tuesday and Wednesday, to which it was "raining" on Tuesday so they could not install even though the individuals who came Wednesday did state they were from a different crew and did work. They did not outreach on Thursday and were not at our house to finish installation. I had to call them to figure out what was going on. They left their panels, papers, screws, etc. on the side of our house in the back yard, which is fenced for our dogs. They were supposed to come pick up the materials on Friday, to which they did not and my dogs started to rummage through their stuff. It is not our fault if their stuff is damaged/peed on as we told them to come get it and they never did. Additionally, they dropped a NUMBER of screws/materials in our driveway, which could ABSOLUTELY puncture our tires. They showed zero care and did not apologize for the lack of communication. They even had the nerve to say they may not be able to come out for weeks. Mind you, half the installation was done. To be told that by a business shows complete lack of caring about your customers who had scheduled installation. I understand no one can control the weather or getting sick, but our installation should have taken precedence over the other installs scheduled last Thursday or Friday, but it did not. No apology and no acknowledgment. I will never refer them to anyone considering this is the treatment I have gotten. I even sent my email to our PM and the *** to no response to acknowledge this frustration. I work in the customer service world and would never imagine treating any customer like this. I truly wish we could pull out and not move forward with them. I even tried to contact our rep who sold us on *** and their voicemail was full and never received a text back. This is unbelievable business practice and truly hope someone reads this and chooses not to go with them!

I came here this morning to add a review of the miserable experience I've had with Sunpower customer service, but having looked at all the hundreds of 1 and 2-star reviews, apparently, I'll only be adding to the chorus.My system was designed and installed by a local Sunpower dealer in 2015. That process was mostly well-handled, it took about 3 months from contract to generation. Two years later, one of my two inverters failed and I dealt again with the local company to get it repaired. I lost at most about 2 weeks of generation. In July 2022 that inverter failed again. I tried to contact the local company but they were out of business. I called Sunpower and miraculously got someone on the phone. We went through the reboot process and the failure was not cleared. I asked what to do, and the tech told me, "Here are 4 phone numbers of people that might help you. Call them. Bye!"While odd that I would have to do the legwork to get my $40k system repaired, I did so and after several weeks a local tech came out, changed the inverter, and discovered that it wasn't the problem. Next step - replace the wiring that was done poorly in the original installation.I decided to complain on Sunpower's *** page and got their attention. I was assigned an "Executive Escalation Specialist" who proceeded to call my house 5 minutes before the end of his shift on the last day of his workweek and not leave a message. He also reliably ignored my emails until I started sending them "receipt requested." But, eventually, he did connect with me and now I've received an RMA to have the next repairs done. 71 days down and my utility bank gone.I spent my career at the Director level providing tech support at a $70B corporation. If this was my performance, I would have been fired. Interminable phone wait times, agents that don't call back, weeks to make a basic decision. If I could give less than 1 star I would, Sunpower was the worst consumer decision I've made in my life.

My complaint is the same as several others listed here. I noticed a spike in my electric bill. I contacted SunPower and was advised that my system was no longer communicating with them or was offline. I had them reset my SunPower access and I find that before my system was offline, it was not producing the same amount of energy by half. I called back and I advised them that one of my inverters is showing zero production and has a red light indicating a problem. I had been advised that SunPower monitored energy production closely and would advise its customers if there was a problem. The SunPower representative that I spoke with stated that SunPower received to many error/problem messages that it had overwhelmed them. Instead of advising customers of the issues, they just disregarded them as they felt it was all related to the communication issue. I complained about my energy bills and my lease payment and asked for some kind of help or monetary adjustment. I was advised that as per my contract I would receive an adjustment if my system did not produce the guaranteed amount. This is unlikely to cover the increase in my payments to my local energy provider. I had my case referred to a supervisor and was advised I would receive a "call" within 48 hours. *** emailed me within this time and used a blanket statement saying that the communication issue is my only problem and that once they have the parts someone would contact me to make the repair. I responded that this is not the only issue and sent photos of my inverter showing that it was not working. Finally, he listens and makes 2 work orders. They have to outsource this work order. I emailed back that I am glad he is helping me and asked to at least stop auto drafting my lease payment for a system that is not working and *** does not respond to this email or the next 3. It takes 2 months for the first visit where the company tells me that they will repair problems but actually just looked at the inv

Let me start by saying that my solar consultant was fantastic! He was very receptive, gave me some great options and really valuable information. We were so happy with him. As soon as I signed the proposal, it all went downhill. I was assigned a project coordinator who never answered her phone and then quit so i was transferred to another coordinator. The new coordinator mixed me up with a different customer and told me I needed a new roof before we could move forward after weeks of waiting, once he realized I was a different customer, his answer was that he didn't know why it was taking so long for a design. A couple of months go by of me sending emails and calling about updates to no avail, finally they sent me a document saying I could get my panels quicker if I agreed to getting older models. I agreed and signed the paperwork to get it moving...still no finalized design yet. A couple more months go by and I call a different customer service line to hopefully talk to someone that can give me some answers. They reached out to a project manager that went back and forth and ultimately said that my house did not meet the requirements of a system with a battery because I don't have an attached heated garage and they won't put a battery in the basement or my shed with a concrete floor. He stated that there was a note on my account that I needed to have a new contract signed without a battery and the deadline was the next day. He couldn't tell me why nobody had reached out. He finally said that I would get a call that night in regards to a new contract. Not surprising to me, nobody has called yet and that was two weeks ago. Overall, it has been FIVE MONTHS without even completing a design plan or a contract at this point and it's radio silence from SunPower. I understand if companies are busy or backlogged but there has been ZERO communication and ZERO answers. I'm so disappointed that I've wasted so much time with this company that doesn't respect it's customers time.

From the day I signed the contract with Sunpower until just after installation, everything was great. Communication, timely install...Spoke to many people who were in the US. All was good until the invertor went bad. Let me state that I signed the lease agreement and did not purchase. Called in Nov. 20..tech visit 12/14 - a NO SHOW. called again tech visit 1/11. They showed told me invertor was bad and it would take 2 weeks and they would be calling to install...called...called called...nothing except customer service kept saying they needed more pictures and could not get a response from the tech. I demanded a new visit from someone else. Recvd one in early March . had to call again as this time I was told 3 weeks and this time was passed. Finally got a call and was told of appointment 5/11 and the invertor would be changed. Well thats next week so I spent an hour and half on phone today. 1st I was told my invertor needed to be reconfigured...now I didn't give the history so I was just seeing what was going to be told to me. I finally said "my invertor is not even working".. and I must state as well that I have left 8 voicemails for "***" who apparently is the supervisor. I think he has been on vacation for 3 months due to Covid or he is so busy with other customer complaints that his back log is so far at 3 months and counting. I have not received one call back since his first initial voicemail on 2/16. I called him immediately after I missed that call and continue to do so leaving the number of voicemails I have left each time. Since, I have had to true-up with SDGE which wasn't fun or cheap..Sunpower has no regard for any type of customer satisfaction. I have been without this invertor since Nov/Dec and it is *** 6 months is unacceptable! This is breach of contract in my eyes and my attorney agrees. How long should a customer wait to have the 100% service that is promised? Now if they can just come and pick up there equipment and repair any damage to my roof...case will be closed!

Unfortunately, I have been in dispute with SunPower for almost a year for the improper installation of my solar panels and compensation for lost power generation. After receiving an error through my SunPower app service was scheduled. When the service member came and inspected the issue they noticed and reported that 25% of the panels (n=7) were installed incorrectly as they were never connected to the overall system. The service member fixed the issue in Dec. 2020; however, the incorrect installation of the purchased panels was done at the end of 2015. This meant that from the end of 2015 to the repair in Dec. 2020 I was generating 25% less power to the system for ~5 years. From the app with almost a full year of 2021 data you can see the spike in energy production after the repair versus what the brand-new system was producing in 2015.In trying to resolve this issue I tried with multiple phone calls to customer service. From there I was issued a case number and a customer service specialist. I received an email from the specialist assigned to the case, traded an email to crystalize the issue and did not hear back for months. I was told that my case and the compensation was still being reviewed by management every time I inquired. *** has since gotten back to me with a compensation amount that is based on energy lost based on the repair ticket timeline of Aug. 2020 to the repair of Dec. 2020 with the added (paraphrase... we aren't obligated to give you anything based on the warranty but will compensate $X for the ticket repair timeline).As the homeowner how am I supposed to know that 25% of the panels were installed incorrectly and thus able to open a repair ticket for full compensation. In addition, if service was never needed the issue would still be unresolved and I would be producing 25% less power than I purchased and continue to be paying a true up at the end of every year.I appreciate the time anybody took to read the review and hope nobody must deal with this type of issue into the future.

My wife and I had been looking into getting solar for some time now. We even had just had a new roof put on our home just so we could proceed with getting solar. We choose *** because of the long history of being around and good reviews.At first they were very responsive to getting the different teams out, but once the install happened this is when everything started falling apart. The first problem I saw was that the guys were not tied off properly on the roof when I came home to check on things. They had two guys working off the same anchor which is against CAL OSHA Section 1670(b)(10). I'm a Safety Coordinator for a construction company and it was very disappointing to see this. After the install was complete I found multiple anchor penetration for the solar panel framing that missed the rafters of the roof. This is just under the eave of my house so I need to climb into the attic to check how many more they missed. They had also done a very poor job repairing where the anchors were on the roof. I could see shiny metal from the street on my brand new roof. Also when they painted the metal conduit pipe to blend in they didn't use a sacrificial layer or anything to protect the roof. So because they were so lazy they also spray painted the roof at the same time.Next problem happened a couple days later when a small team of guys showed up with no notice to make sure that we would pass *** Since we had no prior notice that they would be onsite this required me to leave work and take time to help them. When this crew left, my electrical panel was left open and the wires inside were exposed! I have called multiple times and been following up with emails but with no help. I even reached out to an ex co worker that works with them and he is having problems trying to get someone to help. I have even gotten emails that my project advisor has changed. Emailed him and never once got a response from him. I seriously feel like this company expects to be paid for vandalizing my house and they want to do nothing to fix it! This will not stand and I am done waiting for a response from them on when they might be able to fix these problems.

Let me start by clarifying that this negative review is not directed at *** w/ the call center (1-800-SUNPOWER); *** did what he could and I sincerely appreciate his efforts at trying to resolve my simple request. Rather, this 1 out of 5 star rating is directed at SunPower's overall post-sale customer support services (or rather complete lack thereof).For a company of this size and solar panel systems costing upwards of $15,000, one would expect a rather streamlined experience and central point of contact regarding all post-sale services and support for their existing customers. To my surprise, the service is beyond dismal and there appears to be a complete disconnect between corporate and independent contractors and dealers. I had the simple request of calling a certified technician to come out to temporarily remove and re-install my panels for an upcoming roofing repair project. Simple task and request right? Well, I called their general customer support number *** and apparently their overseas customer service reps informed me they do not process such requests, and that I should contact my dealer. I contacted my dealer and they told me they only do sales, and that I should call their general customer support number. Getting frustrated, I tried calling at least three other authorized dealers / installers near me on their website to inquire about such services, and they all dismissed me as if I were interrupting their private time; they told me to either call the general customer service number again or refer back to my dealer. Some of their "authorized" representatives listed on their website don't even have any contact information other than a physical mailing address!Out of desperation, I tried reaching out to SunPower's Southwest regional office in ***, *** and guess where that number was re-routed to? That's right...the same old overseas call center when you dial their 800-SUNPOWER number!At this moment in time it's still too early to say whether their products *** perform and hold up as advertised; however if their customer support is any indication as to what's to come...yikes. It sounds like I'll have to jump through hoops and pull teeth just to get their attention.

Cancelled the contract after 8 months of delays. Terrible experience.I purchased a full system including 23 solar panels and 2 SunVaults on April 1, totaling $60,000+. The contract stated a fully installed and operational system within 75 days. That time came to pass *** no installation date in sight. Finally in mid August I got tired of waiting with no explanation, so I cancelled the contract.A few weeks later I received an email that my permit was approved and they're ready for installation. Okay. I went ahead with it. They met me for a final inspection, had me remove all trees, sprinklers, and gutter down-pours in the installation area. They scheduled the installation for six weeks later on November 17th. Finally we may be getting this done.Then on the afternoon of November 16th I receive a voicemail from the project manager saying that they're short a tech and won't be installing the system tomorrow, and we'll have to reschedule for the next available date (some six weeks later). And just like that they shrugged off a project that was pending for seven months. Then the next day (the original installation day) I receive a phone call from the project coordinator with a different excuse saying that they overlooked a main panel upgrade in my project, and that the installation needs to be rescheduled for late December. At this point I told the *** that I was done with SunPower and to toss the contract. I had to then rush to put a stop payment on a $24,000+ check that had already gone out.This was an extremely frustrating experience for a project that was delayed time and time again, and then yet another major delay due to an oversight on their side after putting me through the extra work of preparing the site, and adjusting my life around the upcoming three days of construction. And the worst part being that not only they missed a part in a project that they'd reviewed up and down for several months, but the fact that they made no attempt to reschedule it for the next day or any time soon. That would've been acceptable given how long I'd waited for this installation. No, it had to be the next available date which was 5 weeks later. Later on I received an email telling me that the reason wasn't the missed main power panel, and that they actually had the hardware, but they'd overlooked booking a tech for that part of the installation, so the whole project had to be rescheduled.I am still intent on adding full solar panels and batteries on my house. It just won't be through SunPower. It's unfortunate though, because I believe they have the most efficient panels. Oh well!

Worst company, worst service, and very unprofessional. How i wish i have more words to express how frustrated and dissatisfied I am with this *** They don't even deserve a single star. I purchased my newly built condominium last 2016 in a community where all units have a solar panels. *** was the one who choose this company.I have been dealing with SunPower since May , i called and reported that when I am checking my account it says that my systems are not connected and there is no report that the panels are generating energy. When I called at first I was told they will report it to their Supervisor and check on it. That was *** and of course nothing happened. So I called them again and I received the same response and again i was hoping something will be done and they told me they will update/call me. But to my frustration, they never called me, and I ended up almost calling them every month because aside from not receiving a call back, the problem has not been resolved for months already. I even told them to send someone to check on the panels and diagnose the problem. Then finally they told me that they will order an inverter and asked me to be patient and wait for another weeks. That inverter that they were saying didn't arrive when I followed up again after a month. I insisted to talk to their manager and *** too is a liar, she can not even tell me how much energy my panels is generating on their end and all they asked is for my patience to wait some more weeks. They knew too that in the previous year, I already reported the same problem. It is almost the end of the year 2020 and the only thing I can describe is, this company is a "thief". I even told them ironically, so how many more months do you want me to wait?! My electric bill has increased for this year a double & i told them that. I am tired calling them and following up. If I can only rip off my panels and send it back to them, i will do it. From May to this month of December my problem hasn't been resolved and I am already tired of calling and following up. Again, all i can say is this company is a "thief". They are only full of promises and once theres a problem, you will wait in vain. Last 10/28, i filled a complaint here in Complaintsboard.com and accidentally reported a SunPower by Sun Solar, and i received a call from them saying that it was the wrong company so I corrected my mistake and asked Complaintsboard.com to remove my complaint. That company that I mistakenly reported also tried to help me and contacted SunPower Direct. He was able to talk to the Supervisor and also told him the same thing that they were telling me plus with a waiting time frame of 3 more weeks. Well, *** up to how many "more weeks" do you want me to wait, or should I say, do you just want my warranty to end before you guys do something?! 7 months is way too long to be patient with this company. i hope those who just purchased their solar panels wont encounter this very bad costumer service that I've experienced.

This issue has been going on for more than 1.5 years and still no action or resolution.

Please refer below snapshots and seems panel settings are not proper. Please resolve 3 panels are not producing as much as they are supposed to do. It is producing only equivalent 11 panels due to 3 faulty panels. I have raised this issue multiple times but did not resolve it. Every day I get less power generation around 1.5 to 1.8KW so please do needful.

The solar panels I got from this company ain't working at all. They keep saying they'll come fix it, but they never show up. They even set up appointments and then don't bother showing. I got a warranty for these panels, so I expect them to actually work. Plus, I've been paying for the part that ain't working for months now, and I want them to give me credit for all that time they've been ignoring me.

I bought solar from Sea Bright Solar last year in April/May. It took them a long time to install it, and the project manager, Damaris, didn't communicate well or at all. Finally, on January 27 of this year, I got permission to operate (PTO). However, the installed system is not working as promised. The main part of the system, which is connected to a specific breaker, doesn't work. I've called the office multiple times, and every time they say someone will get back to me. I've asked them to send someone to fix the problem with the system not producing energy, but it seems like my issue is not a priority compared to their other pending work. All I want is for them to fulfill the contract and provide the service to repair the equipment.

I've been with SunPower for like 10 years now. But man, last year has been a real headache. My solar panels ain't even hooked up right, and my electric bills have been all over the place, ranging from $700 to $1000 a month. SunPower sent some dudes to check it out, and they found out the box wasn't working. So they ordered a new one, but the installation guys said the electrical setup was messed up and they needed an electrician to fix it first. This was way back in March 2023. I've called them a bunch of times, and they keep giving me the runaround, saying they'll call me back the next day. But guess what? Not a single call back yet. It's so dang frustrating! I don't know what's up with this company and their lousy customer service. I wouldn't recommend them to anyone, no way.

I contacted SunPower about their warranty and was shocked to learn that they don't have a warranty department. I spoke to customer services and they absolutely refused to help with my $30000 solar system, which is only 3 years old and not producing anywhere near what it should. On the data app provided by SunPower, it shows that I am producing about 3K KWH less than what is needed, and this has been happening for 2 years. I live in San Diego county where we don't have many weather problems, so how can they claim that their side of the data is higher and the system is performing well? I am paying an electrical bill of $367, and the data on my app, provided by SunPower, matches the underperformance of the system. Yet, they insist that my data is wrong and theirs is correct. They need to honor their warranty, which states that their solar panels will never lose more than 8% for 25 years. According to the calculations, my system should always produce 13394, not 10K or 11K.

We picked SunPower Solar in July 2022 and signed the contract. They finally put it up in January 2023. The inspection didn't pass in March 2023, but it eventually passed in April 2023. We're still waiting to use it because they said SCE (Southern California Edisons) caused the delay. They warned us that if we called, we'd have to wait on the phone for 2-3 hours. We didn't know the inspection failed, so we were confused why it took so long before we called and found out. We asked why it failed, but they promised to send us pictures and never did. It's almost been a year since we signed the contract, and it's ridiculous. We've even started making payments for what we consider a "pile of junk" on our roof. It's useless right now, and it's really frustrating. We're also unsure if we'll get the rebate for the 2022 tax year since we signed the contract in 2022 but the solar was installed in 2023.

I hired the company in May with the understanding that the solar panels would be installed in July and the Tesla Powerwall 2.0 would be installed in December due to it being a long-lead item. When December came around, I was notified that shipments were pushed out to Feb/March 2022 and was told that Tesla had committed to fulfilling all back-orders by then. I waited until mid-March to follow up again after I had not heard anything from this so-called "proactive" company. After several emails asking for an update, I received a response indicating the install would take place in May or June. I followed up again in June, and was told it would be in July or August, except at this time it was no longer a firm commitment, but an estimate based on management. I offered a solution of providing an alternate battery in the meantime to install while waiting for the Tesla battery to come in - This way I am not generating electricity that I am unable to use. The response to this was for me to contact the sales manager so I could BUY another product and give up on the original. It is now August and I have followed up via email and called the company for a delivery/install update. No response. Overall, it has been over a year since my original install and the battery is over eight months late. I always have to be the person to follow up and ask. The company has never reached out to me to provide an update without me asking and it usually takes several emails to get a response. It seems that I am stuck in a cycle where every two months I send an email asking for an update and get a response indicating that it will be another two months. This company has poor management and poor customer service.

Solar has not worked for 2 1/2 months. Bills are increasingly difficult as you have two seniors on fixed income. I was promised by the sales person that Sunpower is a leader in taking care of its customers. Well after 4 phone calls and 4 emails, I am not getting a positive response on when they will come and fix my solar. Responses on emails lists the following case #'s: [protected], [protected], [protected], [protected].

The system is only a couple of years old.

My account: 2443493

Sunpower equipment (cable connected to inverter) burned up and failed around June 2022. Discovered issue around August 2022. Called Sunpower customer service and reported issue. They created trouble ticket, but did not reach out to resolve until they received a complaint I filed with the Better Business Bureau in April 2023. Issue was ultimately resolved in June 2023. I have been repeatedly asking about compensation for the lost solar production and they have since ignored my repeated emails and demands for response and resolution

I have 14 panels but 3 panels are faulty due to this system generating almost 12 panels around equivalent It is producing only equivalent 13 panels due to 3 faulty panels. I have raised this issue multiple times from begining but did not resolve it.

Re: SunPower Case # [protected] [ ref:_00D80ZF1L._5002T1NUpQ5:ref ]

On Nov 18, 2022, at 1:56 PM, Customer Support wrote:

Hi Manoj,

This is regarding with case# [protected] - Underperformance

3 Panels with less power production:

E00122143036884

E00122143042944

E00122143043262

We purchased our solar through Sempre Solaris 5 years ago and the monitoring system is Sunpower. It has been an ongoing issue with these two companies. Losing network connection and not producing. They each want to blame one another. I just noticed (because I shouldn't have to babysit a system that I paid 25K for) That we haven't produced since March. I have sat here outside following the directions regarding resetting the system. The lady on the phone for Sunpower wants me to flip my breakers to my house off. I have told her three times I have NO breakers labeled SOLAR in my breaker panel. She still insists that there is one. I have gone round and round with her regarding this. I shut my whole house down now for 3 minutes and tried to reconnect and I can get it to reconnect. It is 98 today and I can't run air nothing because I am not running on solar, and we need to conserve. She wants someone to call me back to make an appt. Um No I told her I want someone out immediately to fix this garbage of a system. I will NEVER EVER refer anyone to Sunpower or Semper Solaris again. I have refered 3 and wish I never did, Semper Solaris redid the breaker bix and labeled everything, /i have attached a photo of it, no where does it show SOLAR.

It's been 2 years since we bought our solar panels from this company, and they've had to come out twice to fix our sensors because of faulty equipment they installed. On top of that, we were supposed to get 9.15 kW with our solar panels to cover our PG&E usage. However, according to our app, the panels have never produced that much power. Even after cleanings, the maximum I've seen is 7.5 kW. I had PG&E check the meters, and they're working fine.

I've been trying to get an answer from this company for months. I've called multiple times, but they always say no one's in the office or available. The person who's supposed to help us never calls back or answers my questions. After hearing the same excuses multiple times, I told them I'd get a lawyer if they didn't respond within two weeks. It's been two weeks, and still no phone call.

For the past 2 years, we've had high Trueup bills and haven't saved any money. I don't think our panels are producing as they should.

We bought our Solar panel from Sunsolar sales rep A *** in 10. He promised us that solar generation will be monitored by their company and alert us whenever issues arise in the future. NO monitoring instruction nor TOOL/App/Device was given to us. A did not mention monitoring our solar generation by checking our PGE bill nor sat down with us to teach us how to monitor. In late 2019 or early 2020, R received a call from R of Sunsolar informing her about low energy production of our solar panel and he did manage some correction online accordingly. We didnt know R at that time, he introduced himself us SunSolar employee in charge of SunSolar energy monitoring. In 12, R did call PGE to inquire why our end of the year PGE Tru UP went up to $2254.15. PGE advised that we call our solar provider. So R called SunSolar and spoke with R who did his evaluation and was assured solar panels were working and generating energy efficiently. He also said we were entitled to a free solar cleaning and arranged one for us. In 12/2022,our annual end of the year Tru up went up to $5615.88 unbeknownst to us. We did not do any monitoring of solar output as we relied on the assurance that it was being monitored for us by SunSolar and will receive a call when problem arises. We reached out to PGE and they said our solar panels were not generating energy since 7 up to present.This is a significant contrast to the false assurance provided to us in 12 by R of Sunsolar. We reached out to Bobby Blackmon SunSolar on 1/29/2023 and he said our PGE bills are under review by D On January 31,2023 A *** called us. He was our sales agent in 2015 and now VP of Sunsolar. He sent ***, service man and diagnosis of Faulty Inverter was given. We spoke with A *** twice, January 31 and February 6,2023. His opening statement was " I remember few years ago, our initial discussion was that you are interested in Leasing and then you changed to Purchase. Because you bought the equipment, you are solely responsible for monitoring your energy generation." We told him that we had an entirely different discussion with him. SunSolar promised to monitor for us and inform us of any problem. No monitoring instruction device/tool was shared with us. How are we supposed to do monitoring if we are not given the instruction or gadget to do it? If we are supposed to monitor our own solar output, why did R contacted R in late 2019 or early 2020 to inform us that our panel is generating less energy and took action on it ? Both conversations with A *** were unproductive, heated and futile. He is very dismissive and not helpful at all. He claimed to have discussed case with Scott R, President of SunSolar. They will not share the cost to pay PGE. He insisted that we should have monitored energy generation via PGE bill and refused to take any responsibility in sharing the payment of the bill. We feel that A recommendation to use our PGE bill as monitoring tool is a mediocre way to monitor our panels. PGE reiterated that PGE Bill is not the ideal way and there should be a device/tool given to us. Relying on our PGE bill wouldn't allow us catch the problem on a timely basis that enables us to intervene appropriately. We just found out yesterday that 3 people WE previously Referred to Sun Solar ( D ***) were given monitoring instructions and all provided with SunSolar app in their phones used for monitoring that was never shared with us by A in 2015 and yet he expects that we do the monitoring ourselves. Like many million consumers , we purchased the solar panel with the hope of eliminating expensive energy bill. It hurts to find out that our panels are just resting on our roofs and not producing anything. Had proper evaluation of solar problem been provided during 12 call with Sunsolar, this HARM should have not reached us. Had A, provided us the monitoring tool /app and guided us with monitoring instruction, we could have prevented this end result. They could have sent their team and replaced the faulty Inverter as early as 12. It's Sunpower's abandonment of their promise to monitor energy generation, failure to provide us a monitoring tool, and misdiagnosing our concern raised in 2021 that led us to this costly bill. We were unable to reach an agreement how to resolve the disagreement that is fair and just to both parties. A keeps on putting the entire blame on us and vehemently denied any responsibility. At the end of our conversation on February 6,2023 ,out of frustration and not resolving our disagreement, C told him that he will be hearing from our attorney as we don't know anymore how to resolve the issue. A *** ,said " You are threatening our company so I will not talk to you anymore. After that , We asked him when the replacement inverter will arrive and he initially said , " I dont know ". I told him he should know as he was the one who placed the order and should give us information. Then he said, order was sent to Solar Edge and will be sending the new inverter in 2-3 weeks. That ended our communication. We are paying our PGE Bill monthly but wasn't aware and knowledgeable of all sections pertaining to the NEM charges. Our understanding is that TRU UP comes annually at the end of the year(December) thus we weren't able to monitor rising NEM cost. As we share the responsibility of not understanding our PGE Bill in this aspect, we will pay 25% of the total Bill. Remedy sought: 1. Sun Solar pay 75% of PGE TRU Up 2022 (75% of $5615.88 is $4211.91) January 2023 ( $643 75% is $482.25) and reimburse 80% of our 2021 ( $2254.15 75% is $1690.50 ) Tru Up. This time period ,we weren't aware our inverter was faulty. Total amount requested from Sun Solar $6384.57 2. Provide a solar monitoring tool/app for more efficient monitoring and preferably Bobby Blackmon to help us with this. Since SunSolar is abandoning their promise to monitor our panel energy generation, they should send someone to teach us the proper way to monitor our panels with solar monitoring phone app or any latest device. The will help avoid this incident from happening again. We will not rely on our PGE bill to do the monitoring. 3. Replace the faulty inverter as soon as possible and update us via text or letter as to when this will happen so everything is well documented. 4. We prefer to speak to other SunSolar representative EXCEPT A *** due to his dismissive and unhelpful business behavior. Our buyer-seller relationship has been compromised.

This is the second time our system has died on us. The first time, it took months and months to even get a response. When I finally complained on the consumer affairs website, I got an immediate response and phone number of a live human being. The issue was resolved and we were reimbursed for the accumulated electric bill.

It's happening again. I've called customer service. They set up a case #. They said someone will contact me. A week went by with no one contacting me, so I called customer service again. The agent tried to reach the case manager but couldn't. The agent told me the case manager would contact me within 2 days, and I haven't heard a word.

It's probably the micro inverters again. It will take months to get this resolved.

I purchased a house that had solar installed by Sunpower, I wanted to make it bigger and with 2 batteries. I was initially told my system would be in October 2022, now it is February and my system is still not working properly even though I started paying in January. I have had a couple "experts" come out last week and this week, the system is still not working. No one has reached out to tell me what is the update. I have a list of issues and complaints ranging from incorrect drawings to SCE to the technicians conduct in my garage (smoking weed pens), the supervisor disappearing when the job was still incomplete, and the horrible response time. Their COO supposedly, reached out to me and told me this would be fixed asap and clearly it is not and she has not reached back out to give me an update.

I noticed my system wasn't communicating and called *** to trouble shoot. A technician ended up needing to be sent out which resulted in needing a new inverter. I was told it would take 30 days to get the part. It has now been over 6 months. I have called multiple times and I have been on hold for hours. Every email is "I'm sorry of the inconvenience... we will get back to you in ten days". Meanwhile I am still paying my monthly fees to ***. Also my SDGE electricity bill is over $1000. I'm told I have a performance guarantee but not if it will cover the amount I'm being charged. Every time I email it's the same response and prior to that information has changed several times on how this will be handled. Extremely frustrated that I am paying for a service that hasn't been working for 6 months.