Complaints

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

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  Suntria

  2141 E Broadway Rd Ste 202 Tempe, AZ 85282-1895

  
• 

  Suntria

  7906 Kingspointe Parkway, Suite 118 Orlando, FL 32819

• 

  Suntria

  12114 S. Pipeline Road, Suite 200 Euless, TX 76040

• 

  Suntria

  1600 Swift Ave Ste 200 Kansas City, MO 64116-3838

• 

  Suntria

  16807 N Cave Creek Rd Phoenix, AZ 85032-2505

  

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:08/28/2024

  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.

  My system has been running for months and in addition to trying to get questions answered, failure to complete the contract, failure to communicate, and the solution working below ratings, I get treated like I don't understand solar when I do get someone on the phone.1) My solar package is only producing around 55-60% of its rating. I have been told it's because trees are shading some of the panels by ********************, however we were told during our consultation that at least one tree would be taken out which was never done.2) My electric company is not reporting the same power generation as the solar reporting. I would like to understand why, even though the electric company seems to have the favorable numbers.3) I was required to remove wooden cabinetry from the outside of my house where the electric comes in to make room for the new equipment and pass inspection. I have in writing that they would replace the housing if I source the work as a reimbursement. This has never happened.4) The team that did the installation damaged the area around two of my fuse panels. They only sent a crew to fix one and I can't get anyone to talk to me about the other repair.5) I just had power outage due to nearby utilities work, and the house lost power even though it's rated to produce for the entire house. I called during the outage and was told that it's impossible, as that requires batteries. I reviewed Enphase consume page and see they clearly work as a daylight source. Called Enphase and they explained that my setup is missing the required transfer switch that they sell, which is one of the main things we stressed was important to us when designing the system.

  

  Business Response

  Date: 08/30/2024

  Good morning! ******** is working on this with our operations director and enphase as well , she is waiting for their response for a solution and has it in her notes to update you once she has heard back 
  

• Initial Complaint

  Date:08/08/2024

  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.

  In June 2023 a rep from Suntria came to my door selling solar panels. He said if he could review my current electric bill, he could tell if we could get a savings from buying and installing solar panels. After that, an “engineer” was sent to my house to review the sun exposure and my home roof to see if I could benefit. I was told my home could benefit from solar panels and was assured that the panels sold would provide 95-96% of my home’s electrical needs. So I agreed to the purchase and installation.
  Installation was completed and the panels were on by October 2023. However, right away I noticed that the panels only provided 30% of my electrical needs, which I thought was based on the season. However, there was no change after 6 months.
  On June 10, 2024 I reached out to Suntria via email to discuss the issue. I was told that the matter would need to be reviewed by the engineers. One month, and several emails later, no resolution had been offered. Then I was told that my consumption in the evening was too high and would need to be reduced. I was also told to contact Enphase, a web based monitoring company, that monitors my solar panels and their energy production, to determine if there were any technical issues with the panels. Suntria said if there were issues, they would send a technician. Enphase said the panels were functioning normally with no issues. They also explained that at maximum the panels I have on my home will produce 60 kWh a day. The problem I have is that I use on average 117kWh a day, and have for the years I have lived in my home.
  I shared this information with Suntria and even provided documents showing the kWh consumed from 6/2022 through present averages 117 kWh per day. In addition I showed the kWh produced by the panels compared to consumption or usage. On average the panels produce 30-35 kWh per day, no where near my needs. Unfortunately, after providing that information I have received no more communication from Suntria. I need help!

  

  Business Response

  Date: 08/09/2024

  Good morning! It looks like you were able to get in contact with Francineabout this, she will be reaching out again to get this resolved. If you have any questions please make sure to reach out to her she is the best point of contact, if you do not hear from her by EOD TUE please let us know 

  Customer Answer

  Date: 08/13/2024

  Francine responded with the same information that she has repeatedly supplied, that does not offer a resolution. She has said multiple times that she is going to send the information to the engineers for their review and resolution, then I do not hear from the engineers or from Francine regarding her discussion with them. I did get a phone call at 10:44am cst on Friday, 8/9/24, when she stated she was going to discuss the issue with engineers (again) and she said she would get back to me by Monday, 8/12/24. I have not heard back from anyone. This has been going on for two months now with no resolution. You can see the repeated emails attached that same the same thing.

  

  Business Response

  Date: 08/16/2024

  Good afternoon! It looks like Francine confirmed a tech visit for 8/16 please let us know if the tech did not arrive 

  Customer Answer

  Date: 08/19/2024

  A technician or electrician did come to my property and speak with me. But he did nothing to the panels or the electrical box. I provided him with a copy of a report I created showing my consumption history from 6/2022 through 12/2023. He stated he needed to call the engineer desk. After making the phone call, it was determined that my panels are functioning normally. (But they are not producing what I need and what I was promised; Which is 90% of my consumption needs.) He stated that the Suntria team will need to meet to determine how to resolve the issue. 
  The issue I have had from the initial complaint is that the panels installed are not producing the 90% promised, or anywhere near the amount of electricity consumed at my home. No one has offered a resolution to meet that 90% production of my home’s electrical needs.

• Initial Complaint

  Date:07/24/2024

  Type:Sales and Advertising 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 been approached by a salesman for suntria and he had explained all the benefits of solar panels and about the government tax program that goes towards the panels. We had been talkin about getting panels for the house for a while anyways. **** had explained that he was giving us the price that would beat our electric bill and replace it all together. After we had gotten the panels we stopped hearing from the company. We could not get ahold of **** to help at all. We were given a the fee of transferring everything, which they hadnt disclosed we would pay. **** had told us when going over the contract that we would get 100% coverage with the solar panels and that we would actually have more and benefit from the solar buy back program. We had called multiple times to see when our panels would be up and running so we could cancel our light bill (**** said we would get 3 months free of light bill charges) and no one would get back in contact with us and again **** wouldnt answer our messages. After calling the main office I was informed that we would signed up for 62% coverage which was not correct. What was the point of adding another bill when we were trying to save money. We now pay $120 more a month in energy costs. We were told to wait and see for our panels to heat up and get going and we would get a call back and we never heard anything. We got scammed out of what was supposed to be a fun and enjoyable home purchase. Instead **** collected his commission and we got screwed over on our bills.

  

  Business Response

  Date: 07/26/2024

  Good morning! We apologize for the experiance you have had and are working on getting this resolved ASAP! ******** or ***** will be reaching out to work on a solution please let us know if you do not hear from anybody by end of day Tuesday!

• Initial Complaint

  Date:07/23/2024

  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.

  Its been five months of pure nightmare with this company. We were told that once these were installed we would see our electric bill keep going down for three months until there was no bill and then it would switch to the solar bill that was incorrect we are going on two months of paying electric and solar bills. We tried getting ahold of the company for two months and silent no one would answer. When we finally got someone to answer us we were told the panels were never supposed to cover all of our electric bill we were straight up lied to by this company its a huge SCAM and now we are about to lose our house because of it they also promised us gift cards that weve never received. The sales man told us he was the owner of the company just to get our trust. Because that was not true All they do is lie through there teeth stay far far far away from this company if you want solar find a reliable company

  

  Business Response

  Date: 07/26/2024

  Good morning! We apologize for your experiance with solar and are working on getting this resolved ASAP! Someone will be reaching out to you by end of day Tuesday, please let us know if you do not hear from anyone till then! 

  Customer Answer

  Date: 08/07/2024

  Good evening I am responding to complaint ID # ******** I did not have a chance to resolve this within the five days as I just got the letter today in the mail Suntria called on Tuesday with no resolution said someone would call us Wednesday and we have not been able to get a hold of them for the past two days again this issue is not resolved

  Also we called today two different times and it seems like they have blocked our phone numbers

  

  Business Response

  Date: 08/09/2024

  Good afternooon! In our notes is shows ***** was able to reach out to you on 8/8 and was able to take care of your concerns if you have anymore issues please contact him or Francine 

  Customer Answer

  Date: 08/16/2024

  this has been going on for over 6 months ***** has not reached out to us since July 23rd so saying he did is a complete lie on his part. Just like almost 100 percent of what he said is a lie we just keep getting a run around and like *** stated before in my complaint i would run far far away from this business all they do is lie 

  

  Business Response

  Date: 08/23/2024

  The ** has been able to get in contact with ******** who has reached out to the sales *** and VP of sales everytime they call. It looks like on our notes 8/15 ***** the sales *** did contact the ** through phone call, ******** is having him call back to to discuss the solar offset and talk about any concerns they have! 

  

  Business Response

  Date: 08/26/2024

  We apologize for the frustration you are experiancing, ******** was able to get in contact with you 8/23 and she is still reaching out to ***** to get back to you! Once she has a response she will let you know! We have also looped in our VP of Sales to get in contact with the sales rep! 

• Initial Complaint

  Date:07/18/2024

  Type:Customer Service 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.

  I have one solar panel not functioning. I contacted ******* (who does the product) on June 8th, 2024. They sent a microinverter within 7 days, and I was instructed to contact my installer (Suntria) to do the repair. I first contacted Suntria on June 14th, 2024, using the customer service #: spoke with a woman named ********. She took my information and would call back Mon-Tues next week. No call.. Recontacted same person on Wed 19th @ 11:30. She said she needed to eat her lunch. She called me at 2:23pm, saying the coordinator was not responding.She would try 1st thing next day. Recontacted her Thurs @ 12:28pm. She transferred me to ********* but there was no identification on the message machine. I did leave all my information. No response. June 27th. I found a Service Request form online from their website, so I submitted it. No response July 10th, 2024, I called a different phone number posted for the ********************, Euless Tx. Again, ******** answered. Again, stating I have not been able to set an appointment to get my microinverter replaced for the one panel. She said she would talk to her Branch Manager, and would call back. As yet, there again, has been no response. I don't know how they can advertise that they take care of their customers. This has been past frustrating. AND - do I have to go through this if something else goes wrong. This woman ******** seems to be the ONLY person answering the phone. How can that be? And all she is good at is stalling. I have never missed a payment with this contract. So far, Can you help me?

  

  Business Response

  Date: 07/19/2024

  Good morning! ******** is still working on getting a date for you she should have an date for you by EOD Monday if you do not hear from her please let us know! We apologize for your experiance and are working on getting this resolved ASAP 

  Customer Answer

  Date: 07/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  Suntria has completed the repair with the solar panel working correctly when checked on Saturday, 20th a.m.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:07/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We meet with Suntria in May 2023 after a door-to-door sales approach. We signed the contract around June 2023 and there was no activity for many months after contract signing. We didn’t get the solar panels installed until October 2023 and they weren’t operational until November 2023 At the time of contract signature I was promised the installation of a generator. While the solar panels were installed, I never received the generator. Suntria did have someone from a generator company come out to talk to us about where it would be placed, but then they never came back. In attempts to follow up with our Salesperson (Jordan) who scheduled the person to come out, he just stopped responding to any texts or phone calls.
  
  Since then we have been trying to get in contact with Suntria to resolve this generator issue and they haven’t returned any of our numerous calls, texts, or emails. I even had a generator company come out to give me a separate quote for a generator for our home, which would be about $15K and let them know that I wanted that generator installed or wanted that amount deducted from my loan, to which of course they never responded.
  
  I have been scammed out of $15k because this company promised something that I think they quickly realized they couldn’t provide.
  
  I am in the Oklahoma market, which I think they flooded when we got some solar breaks, so I know I’m not the only person this happened too. Also, they are not the actual Solar install company but a third party provider of Custom Pro Roofing and Solar. Custom Pro actually reached out to me in Nov 2023 when they heard complaints of people being promised generators that never got them and said they were looking into it. Then they stopped returning my emails and phone calls. I eventually got a response when I threatened legal action and they told me they aren’t going to do anything and I have to resolve this issue with Suntria.
  
  This company shows a pattern of neglect & inability to deliver.

• Initial Complaint

  Date:06/27/2024

  Type:Sales and Advertising 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.

  Horrible communication. We initially were very happy with the sales and installation process. Communication was great, until we needed help. I had reached out to ***** (act rep) and **** (sales rep) with questions about our tax credit, ****** reply was always to call ****. **** never responds. We now have questions regarding the performance of our panels, as we have not gone over 45% and our system should be 80/20. We were told multiple times after reaching out that ***** supervisor would call- still nothing. My electric bill has gone down some, but now Im paying way more with both solar and my electric bill combined. I just want someone to call and check our system.

  

  Business Response

  Date: 06/28/2024

  Good morning! ******** will be reaching out to you soon to check your system and see the production if you do not hear from her by end of day Tuesday please let us know! 

• Initial Complaint

  Date:06/24/2024

  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.

  Ive had their solar system installed for about a year. A couple of weeks ago, after a power outage, the envoy stopped working. So now, without monitoring the solar, I cant tell whether its working or not. Ive called them numerous times and they never pick up the phone. After weeks of trying, somebody finally picked up and told me to reset the system and call them back after. After resetting, it still didnt work and when I called them back all day long, they never picked up. *** left countless voicemails and the system is still down. So now Im paying for something that I dont even know is working.

  

  Business Response

  Date: 06/28/2024

  Good morning! ******** has updated the branch manager about your issues on 6/24, we have asked her to reach out to update you, if you do not hear from her by 7/2 please let us know! 

• Initial Complaint

  Date:06/17/2024

  Type:Sales and Advertising 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.

  Solar panels installed and now my roof leaks. I had other property damaged from the leak. Have pictures for proof. They sent out someone to check the leak. Technician checked for leak using bottled water.. Not sufficient to check for water leak on roof. They determined themselves that the leak wasnt caused from solar panel install. Well I didnt have anything on my roof before install and it did not leak prior to install of solar panels. All I asked them was to replace the damaged lights from water leak and they refused. The cost to replace lights would be approximately $1295

  

  Business Response

  Date: 06/21/2024

  Good afternoon! 

  Your project manager and our director of operation will be giving you call this week to get this resolved, if you do not hear from them end of day Tuesday please let us know 

  Customer Answer

  Date: 06/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  If they do not resolve issues in timely manner I will be filing complaint again. 
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:06/07/2024

  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.

  This company sold me a solar system, they said they warranty of the system was for up to 25 years and they will provide service and support. The system stop reduce production to down to 50% of the estimated production after 2 years of service and 3rd year the system stop working. they claim they now lo longer have a license to operate in ********** leaving of their promises to my pocket to fill. They suggested I reach out to another solar company but I have to pay out of pocket in contraty to what they said when they sold me the product.

  

  Business Response

  Date: 06/07/2024

  Good afternoon! 

   

  It looks like ******** has kept in contact referred you to Enphase and  will not have a labor cost, please reach out to her if you have any more conerns 

  Customer Answer

  Date: 06/07/2024

   That is not true, I am not sure who you are or you name. I received a call and email from someone name ********. She was not interested in helping me until i told her I will look for options to get this resolved. She referred me to "A Solar Company" she called, not a **mpany representing Suntria in **********. The **mpany is Near in Grass Valley north of ********************* (over 326 miles away from my house and they do not know who Suntria is. Further more they say the no longer have a license to install ********************** panels. I let ******** know she declined she directed me to someone that far. This is what she sent me "Hello, I am sending you the information for a solar. **mpany in **********. A&A Solar ************ Thanks, *********************************. Suntria ************" on an email on may 10. i en**urage you to look it up and call them up. Then she send me an email telling me "We do not service *********** any ore. You can reach out to a solar ** in your area. She then called me and told me that I will need to pay for labor. 

  This is **ntrary to what your reply to my **mplain with the BBB. The Solar Service has stopped working effective on June 6, I reached out to a Solar Company. They already started a process and got the system going today. They will are working with one of the distributors to provide  the replacement part and they will install it once it arrived. I expect you to pay for the **st of labor since you totally declined to take care of my request when I first reached out to your **mpany.

  ***********************. 

  

  Business Response

  Date: 06/14/2024

  Good morning! It looks like you have resolved this with another solar company, we have forwarded this over to our team to look into paying the labor costs, although we cannot promise anything. Someone will be reaching out to you shortly

  Customer Answer

  Date: 06/25/2024

  All I need form the company is to pay for the repairs of the Solar system. Suntria said I would need to pay for the repairs. I am no satisfied because the company working on the repair told me there is a cost and is the result of poor labor conducted by Suntria during the instalation. I reached out to the BBB becuase i need help in getting Suntria to pay for the repair, I am not taking the court I just want ot be fair for now. I am not even going to ask them yet for compensation from prior months. I do not think this is too much to ask but to be fair. I am asking that you reach out to Suntria and advise them of this please. Thank you. *********************** compliant id ********

   

  Sent from *********************** (******************)

  

  Business Response

  Date: 06/28/2024

  ******** will be reaching out to talk about your concerns of having to pay for the labor!