Complaints

This profile includes complaints for Sunshine Renewable Energy Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sunshine Renewable Energy Inc.

  7- 50 Akerley Blvd. Dartmouth, NS B3B 1R8

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  Sunshine Renewable Energy Inc.

  35 Isnor Dr Dartmouth, NS B3B 1N6

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:10/11/2024

  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.

  We had two ductless heat pumps installed in our home in 2019 by Sunshine Renewable Energy and financed through N*** ****** ***** which are still being paid off. This year we noticed the units were leaking at which time we found out that the units were not installed correctly by Sunshine Renewable Energy. The fittings were stripped on the outdoor unit, the downstairs unit piping was not the spec length which caused it to blow the charge and the upstairs unit to leak and fail and the compressor to also fail. New compressor, longer piping and moving the unit was necessary to fix it but with fittings that were put on to tight they were stretched and stripped. We're up to a $3k bill now to fix it from another company. Upon inquiring with Sunshine, they told us the specs were likely different when it was installed but the manual with the unit says different specs from the date of manufacture. They also said it would cost $300 for a technician to come out just to take a look even though it was their fault the unit needed repair. We still don't have it fixed as the new company we contacted to fix it has to get new fittings ordered.

  Business Response

  Date: 15/11/2024

  We appreciate the opportunity to address the concerns raised by this customer. Transparency and professionalism are core values at Sunshine Renewable Energy, and we are committed to resolving any misunderstandings.

  Timeline of Installation:
  The installation of the ductless heat pumps referenced in this complaint was completed in July of 2018 for the original homeowner. At that time, we worked directly with the "**** ******" to complete the project. Unsure of the relationship betweenthe two parties. 

  Contact History:
  In the summer of 2024, we received a call from the current homeowner regarding issues with leaking on the heat pump. During that call, we advised the homeowner's husband that a standard diagnostic charge of $219 plus HSTwould apply to investigate the issue. We also explained that if it was determined the problem was due to an installation error on our part, we would resolve the issue at no additional cost. This policy ensures fairness while allowing us to address any potential concerns promptly.
  The homeowner declined this option and concluded the call with Sam, one of our service administrators. No further communication was received from the customer following this call.

  Recent Developments:
  Today, we contacted the customer to follow up, and during the conversation, they expressed frustration, threatened legal action, and mentioned they had the repair completed by another company. When asked why they did not reach out to us again before proceeding with the repairs, we did not receive a clear answer.
  The customer also referenced a recording of the call with *** that allegedly contradicts our account of the discussion. We have since requested a copy of this recording via email to review, but we have not yet received it.

  Technical and Installation Claims:
  The customer claims that fittings were stripped, piping lengths were incorrect, and the units were not installed to specification. However, these issues would typically manifest shortly after installation, not six years later. The original specifications for the installation in 2018 were compliant with the manufacturer’s guidelines at the time of installation. It is also important to note that modifications made by third parties can complicate an accurate assessment of the root cause. This is why we offer diagnostic services to investigate and provide clarity. Unfortunately, this opportunity was not provided to us, as the homeowner opted to proceed with another contractor.

  Next Steps:
  We remain willing to review the recording referenced by the customer to clarify any discrepancies in communication. Should the customer wish to revisit this matter with us, we would be happy to discuss the situation further and work toward a resolution that is fair and reasonable for all parties.

  We value our reputation and aim to ensure all customers, past and present, feel heard and respected. However, in this case, we believe our handling of the initial contact and communication was appropriate and in line with our policies.
  

  
  

  Customer Answer

  Date: 18/11/2024

   I am rejecting this response because: An effort to fix the problem in the original phone call on Sept 4th was never offered. It doesn't make sense to reject a free service charge with this company and then pay another to fix the issue. We were told in the phone call that the 1 year workmanship warranty was up and that "manufacturers specifications may have changed". We were never offered to wave the service fees to have this company come take a look at their mistake. Hence why we were forced to pay another company to do the work. We have been advised at this time not to share the recording of that phone call, as we are clearly not being taken seriously in this issue.  In the conversation on Nov 15th with **** ******, she said she would get the GM to contact us. Not that the issue at hand is "unclear". She said she would review the photos of the improper installation and review the specifications with the GM that were sent in email.

  Business Response

  Date: 18/11/2024

  last communication with **** in Service you were to send the recording of the phone call that was had with *** for us to review. We are waiting for this to be emailed to evaluate the file completely, we never rejected the recording to be sent to us. 

  Customer Answer

  Date: 18/11/2024

  I am rejecting this response because: I have sent photos of the improper installation along with the manufacturer's specifications from the manual and this has yet to be addressed. It was communicated that the house was purchased in 2021 from ****, not "****" ****** and the photos were taken long before another contractor was contacted to do the repair. I want the company to address the improper installation that is clearly shown. Zero accountability of this has been taken. They are hung up on what was said in Sept 4th conversation when the units were not installed correctly in the first place, as shown in the photos!! We would not have rejected their free diagnostic and repair service if this was offered. September 4th phone call was a 4 minute conversation when we were told a fee would incur. We would have accepted that offer if it had been there. The company is asking for proof of said conversation. I have notes that can be transcribed of this but I do not understand how this will change the improper installation in the first place! Again, the photos were taken at the time of purchase in 2021, long before another contractor was acquired.

  Business Response

  Date: 20/11/2024

  Based on the information and further review of the details sent. From what we can see the work was estimated as not completed and paid for. We request to inspect & diagnose the unit free of charge as previously offered before any payment is given to the 3rd party contractor. We will correct and fix Any installation issues that do not comply with **** manufacture submittal details. Manufacturer warranty if applicable would apply for components in question that need repair or replacement. 

  Customer Answer

  Date: 20/11/2024

   I am rejecting this response because: As previously mentioned, because Sunshine did not offer to diagnose or fix their mistake, we were forced to hire another contractor. Although he is not yet finished and payment hasn't been given yet, some work has been done. The present day unit does not look like the photos on this complaint as those were taken much earlier. SSR is more than welcome to come take a look, without a fee, but as they were previously told, with cold temperatures and an infant in the home, we had no choice but to start the process of it having fixed with another contractor. 
  
  
  
  

  Business Response

  Date: 20/11/2024

  We are requesting that the homeowner pause the engagement with the current contractor. As previously stated and offered on Sept 4th we would provide a free diagnostic of the unit. If at the time of our diagnostics, we find conflicts with **** installation submittal requirements we will make the changes to meet compliance requirements free of charge to the customer. If we are found to be within ** installation compliance and no issues are found then the diagnostic charge would apply. As the unit is years outside of our 1-year workmanship coverage. All supporting documents can be provided to the homeowner in detail as well. **** has emailed this to the homeowner for a response and scheduling

  Customer Answer

  Date: 20/11/2024

   I am rejecting this response because:
  It seems as though the responses provided in these messages and emails from **** contradict one another. She was told from the start that work had been done by another company. That's the problem here. Sunshine wouldn't honor their work, and wanted fees to diagnose and fix the problem. We were not offered, not once, to waive these fees so why would we pay them to fix their faulty work? We did want to pay a company to fix work that is their fault. We were in turn forced to use another contractor to do the work. I expressed my concern and stress including financially over this issue in the original complaint. It is November and we have a small child in the home. We had no other choice, we need heat. The work with this contractor can be paused and more proof can then be shown to Sunshine on a service call. I understand they cannot take the diagnosis and word from another contractor so Sunshine is more than welcome to come look over the proof we have. I have attached an email from **** to this response that says no fee will occur with this. I will email her to set a time for this to happen.
  
  

  Business Response

  Date: 27/11/2024

  We understand your frustration and want to clarify our position. As previously communicated, we initially offered to waive the diagnostic fee if it was determined that the issue stemmed from our installation. We are still willing to come out, review the situation, and address anything we may have done incorrectly. **** has been trying to connect with you to confirm what work we completed and move forward, but the continued back-and-forth is only delaying resolution. We are trying to help, but it requires cooperation on your end. Please let **** know a time that works for you so we can move forward and resolve this matter.

  Customer Answer

  Date: 27/11/2024

   I am rejecting this response because:
  

  Apologies for the delay in scheduling someone to come out. We are waiting for the other contractor to respond with what work he has done. I will email **** today to schedule an appointment.