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

  4540 S Pinemont Dr Houston, TX 77041

• 

  Suntria

  11724 W. Executive Drive Boise, ID 83713

• 

  Suntria

  7906 Kingspointe Parkway, Suite 118 Orlando, FL 32819

• 

  Suntria

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

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:02/22/2024

  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.

  During my transaction (3/20/2023)with Suntria the sales rep that knocked on my door told me during his sales pitch that we would receive a tax credit at the end of the tax credit year (2023) the contract I signed also states that I would be able to receive this tax credit. The salesman and the contract both also stated that when I receive the tax credit that I can put it towards the loan and it would keep my payments for the solar panels lower and it would beat my regular electric bill. When I went to file my taxes in at the end of the tax year of 2023 I was told that I will never receive this tax credit, so now after 18 months of having solar panels I will have to pay a higher monthly rate.

  

  Business Response

  Date: 02/22/2024

  Good afternoon! We have let our sales customer manager ******** to reach out to you about your tax credit, if you do not hear from her end of day WED please let us know. We apologize you have to wait for a call although she is the best person to get this resolved 

   

   

  Customer Answer

  Date: 02/22/2024

  sounds good.

  

  Business Response

  Date: 02/29/2024

  Good evening! Checking in to see if you have been contacted 

  Customer Answer

  Date: 03/01/2024

  Not nobody has contacted me.

• Initial Complaint

  Date:02/21/2024

  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 decided on getting solar through them last year of April and they told us that the panels will cover all of the electricity the most we would pay is 50. We decided to go through with them and they ended up not giving us enough solar for the whole house and damaging my roof and we had to fix the electrical panel and fix the hole they made on our wall. We tried contacting them but no one answers and when we got someone they told us they don't work there anymore. We got a hold of their financing company goodleap they were able to get ahold of them, but didn't tell us how. Now I'm paying 200 for solar and 300 for electrical.

  

  Business Response

  Date: 02/22/2024

  Good afternoon! 

   

  We have contacted our head of customer service ******** to contact you ASAP to go over the damage you are claiming, and the production of your solar. If you do not hear from her end of day WED please let us know. We apologize that you have to wait for her call although she will be able to take care of you and help with getting this resolved.

  Customer Answer

  Date: 02/23/2024

  It took BBB to get involved for something to get done. Not only did they fail to respond to several of my phone calls and emails, but they sold me false information about the panels. I would like my money back, pay for all damages, and remove the panels.

  

  Business Response

  Date: 02/29/2024

  Good evening! Looks like ******** and ****** were able to get in contact with you and scheduled a tech to come out and look at the damages 2/28. They will reach out to you for the next steps, please save their information for future questions. Thank you 

• Initial Complaint

  Date:02/03/2024

  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.

  Panels were installed on 11/8/23. First inspection done on 12/19-failed. Called suntria the next day with no contact and leaving msg to call back. No call back. Spoke to financier (Goodleap) to notify them of results. ******** assisted getting in contact with suntria and received a call on 12/21 telling my wife that a crew is scheduled to come fix the problems on Tuesday (12/26) and transferred the call to the project manager to explain what will be done but went straight to voice-mail. No one showed up. Financier called to get updates, told them about the call and no one showing up. My wife and I tried multiple times to get a hold of suntria with no luck. They did talk to the Financiers putting them as the middle man which is very unprofessional. Suntria would send texts to let me know that a crew will be fixing the issues on 1/9/24 but had to cancel due to weather. Next scheduled day was set for 1/26/24. Inspector was here before suntria electrician, which didn't make sense due to the fact that suntria did not fix anything. Inspection failed again. Spoke to, I believe was a higher up than manager, electrician and inspector present. He said that there was a crew in the area that was done with their project and will be sending them here to fix the issues, waited all day and no one showed up. As of today 2/3/24 suntria had made no contact. This has gone long enough, I want this resolved. They've failed twice, no communication and no attempts to fix their mistakes. My first payment is due soon. Suntria got their payment but I have an incomplete job that is no closer to providing what they said would be delivered.

  

  Business Response

  Date: 02/09/2024

  Good morning! We apologize for the frustration and communication you have experianced during this process, we have reached out to *** your project manager to reach out to you with an update on when this will be compeleted. If you do not hear from her end of day Wednesday please let us know. We understand this is not the solution you were hoping for but we have made note of this and will make sure this gets resolved ASAP! 

  Customer Answer

  Date: 02/14/2024

  Good evening BBB, this is an update on my claim against suntria. From my previous email i let you know that the project manager (*****) called me on 2/9 leaving me a voice message informing me that a technician will be at my home on 2/12. Again, no one showed or called to let me know what the problem is now. Suntria has my authorization to call and speak to my wife when Im unavailable to receive calls while Im at work. At this point I believe that they do not have any intentions of making this right and abide by their contract. 

   

   

  

  Business Response

  Date: 02/17/2024

  Good afternoon! We have reached out to your project manager about no one showing up that Monday and have requested an update, if you do not hear back from *** end of day Wednesday please let us know. Thank you 

• Initial Complaint

  Date:02/01/2024

  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.

  Signed contract with Suntria September 9-19-2023.solar panels were installed October, could not get a city inspection they told me the law had changed and the state had to inspect it which was a lie the truth was they had not paid the city lic. and it had expired. I called after 2 months and confronted them on it and they acted like they had no idea. Suntria paid there lic. and got it inspected 12-18-2023 Now OG&E my local power company says the wiring isn't correct and needs to be changed. Suntria says they no longer have an electric journeyman on payroll and can't find one to hire. REALLY there are thousands of electric companies pay someone to fix it Over 4 months making payments plus still paying full amount for electricity totally unacceptable and un professional . I need this system operational or my money refunded. Suntria also never reimburse me for an electrical panel they were supposed to replace and charged me approximately $2000.00. The panel wasn't replaced and was told to expect a check HA HA on me.

  

  Business Response

  Date: 02/09/2024

  We apologize for the frustration you have experianced during your solar process, it does look like 2/2 corrections were made and you were able to get in contact with ******* 2/6 who has confirmed everything is ready to go and your system is now PTO pending with OG&************ will be updating you the moment they have come out and inspected it. We have also let **** know to update you on the tracking of your check, if you do not hear from her end of day Tuesday please let us know. Thank you 

• Initial Complaint

  Date:01/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never received a copy of the contract so I cannot provide exact dates or cost. *****, the salesman was very convincing in his presentation and we ended up agreeing to installation. I should have checked reviews on Suntria as well as complaints with the BBB before we agreed. He assured us our payments would be $134 monthly and no more to the power company which is Co-Serv. He told us we would get a big tax refund due to energy rebates. Nothing was said regarding the fact that the rebate could only be used against tax debt with no refund possible. We ae both retired and live on social security so we would never be able to use the rebate. We were told that ******** would start billing in 3 months but we were not told it would take them over 9 months to complete the installation. After many calls they did finally refund us $1000. As far as the $134 a month, that has been a joke as we have been billed by Co-Serv every month since. Last month was $255 plus the Goodleap payment. I would have to assume some of the panels are not working or we were severely under designed. All of the phone numbers I have do not answer and voicemails are a waste of time as they are never returned. Much like the entire 9 month installation. There seemed to be no co-ordination within the company. Out of the 5/6 visits each one only did 1 thing and we would have to wait as much as a week or so after many calls before the next one would show up. The manager we had to deal with was ******, who not once had answers or returned a promised phone call. ******* was some kind of supervisor with them was the bright spot out of everyone I dealt with. He actually seemed to be able to make some things happen. I am at the point now that I would like the system removed and my roof replaced, all billing cancelled as well as reimbursement for all billing from Co-Serv. Cancel everything and make me whole!!

  

  Business Response

  Date: 01/25/2024

  Good morning! We apologize that the sales rep did not give you the contract as he should have to begin with. It does look like you spoke with ******** on 1/24/24, where she sent you the agreement of your solar offset. She also reached out to Enphase to review the production of your solar panels to make sure they are producing as promised. ******** will be the best point of contact to discuss the cancellation of your contract, if you need her contact info we can get that sent over or you may use the same contact you used to speak with her. We apologize again that you have to wait for a response although she is the person who can get it done. 

• Initial Complaint

  Date:01/11/2024

  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.

  Its been an ever ending nightmare to get our solar panels and generator connected. We were sold the solar panels by Suntria in May 2023 that included a generator and installation as part of our contract. We were promised a delay to the start of our billing of 3 months to give time for the panels to be connected to the home so we wouldnt be stuck paying and electrical bill and a bill for the solar panels. The panels were delivered and then installed June 2023. Then we were contacted by the sales **** **** who initially came to our home to tell us that the generator he ordered was the wrong size and since it was more expensive, he was going to have to pay the difference out of pocket since our loan was already completed, and wanted me to get quotes for the cost of installation. When contacted about the cost he had nothing to say and has had no contact with us since. We were contracted for generator and installation, and instead it has been sitting in our garage for 9 months with no communication for it to be connected. When contact with the Suntria failed, I reached out Goodleap and told them about our issues with the generator. They informed me that the generator installation wasn't something they deal with but said they would look into it. That was months ago and they have provided no update. Now we are 9 months past when the panels were installed and paying for the panels and electric. We have not received response from Suntria nor Custompro.

  

  Business Response

  Date: 01/16/2024

  Good morning! 

  It looks like the last point of contact you had with Suntria was 12/5 with ******** who did redirect this to the sales rep. I have asked her and our contracting manager for an update on this matter to see who is repsonsible for installing the generator Suntria or Custom Pro. I have also reached out to the Sales VP and sales rep so they may contact you as well. If you do not hear from anyone end of day Monday please let us know, we will reach out with an update the moment we have received a response. We apologize that you must wait more to get this resolved, although the people we have reached out to will be able to get solutions quicker then anybody else. 

• Initial Complaint

  Date:12/17/2023

  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.

  July 10th we signed up for the install with Suntria. At first everything was going good. It was installed 7/27/23. Upon getting with **** after asking about the new electric company he said he would get back with me but to this day still has not. I also tried getting with ***** who was the project lead and she told me to get with the sales rep. ***** to this day we have not heard anything. We are paying over $ ****** a month for both the loan and the electric each month and were told we wouldn't be paying an electric bill, we would only have the loan payment. Since the electric still has not been switched as promised we are still being charged by them and the loan combined monthly. We were to be given information about the buyback of electricity not used, but still have nothing. We have no communication on anything since the panels were installed. My husband asked if we could stop the payments to the loan but that would go on my credit if we did with no effect to the company just us.

  

  Business Response

  Date: 12/18/2023

  Good morning! It looks like you have chatted with Francince in September about making sure you are confirmed with the buy back program with your utilty company. We have let her know to reach out to you once again to answer any questions you may have and to get this resovled ASAP. If you do not hear back from her end of day Friday please let us know. We do apologize for your frustration during this process and we will get this resolved as soon as possible. 

  Customer Answer

  Date: 12/18/2023

  I am ok with them reaching out with the buy back information.  

  The other problem is we still have our original electricity company Direct Energy and are still waiting for the electric company to be changed as per what the salesman told me because Direct Energy is not one of the company's that participants with the solar program.  We are still being charged the regular monthly rate for the electric bill and paying for the solar panels.  We were told it should be either we would have a negative amount or would have a small bill. Not a full payment like we have been 

  

  Business Response

  Date: 12/22/2023

  Good morning! 

  I let ******** know about your concerns, she should be reaching out to you soon to help you out as much as she can! If you do not hear from her ny the end of day next Friday please let us know! 

   

• Initial Complaint

  Date:11/22/2023

  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.

  Dear BBB,I hope this letter finds you well. I am writing to file a formal complaint against Suntria, the solar system installation company, regarding a series of issues and negligence that have persisted since January of this year.Summary of Complaint:Faulty Installation: Suntria installed solar panels on our property in January. However, the initial installation was flawed, as evidenced by a video recording made by my father. We had to hire an electrician to rectify a circuit malfunction caused by the improper installation, which not only resulted in the loss of our refrigerator and microwave but also posed a significant fire hazard, as confirmed by the electrician.Repeated System Failures: Since April, the solar panels have been consistently malfunctioning. Despite reporting the issues to Suntria and the subsequent visits by their technicians, the problem has not been permanently resolved. We have experienced repeated disruptions to our solar power supply, rendering the system ineffective.Financial Burden: Throughout this period, we have continued to pay for the solar panel loan, as well as additional electricity costs due to the non-functional solar system. Suntria has failed to provide a satisfactory resolution or reimbursement for these ongoing expenses.Lack of Communication: Despite numerous attempts to communicate our concerns and provide documentation of the issues, Suntria's customer service has been unresponsive. We have submitted all necessary documentation multiple times, but our complaints seem to fall on deaf ears.Requested Resolution:I am seeking an immediate and comprehensive resolution to the issues outlined above. Specifically, I am requesting the following:Complete System Repair: Suntria must undertake all necessary repairs to ensure the proper functioning of the solar panel system without further disruptions.Reimbursement for Damages: Compensation for damages incurred, including the cost of the electrician's services, the loss of appliances, and any additional expenses related to the faulty installation.Financial Compensation: Reimbursement for all payments made towards the solar panel loan during the periods of malfunction, as well as compensation for the additional electricity costs incurred due to the system's failure.Improved ***************** ******************** should implement measures to enhance communication and ensure timely responses to customer complaints. All submitted documentation must be acknowledged and reviewed promptly.I have attached copies of all one-sided communication, including emails and relevant documentation, for your reference.I trust that the Better Business Bureau will conduct a thorough investigation and facilitate a swift resolution to this matter. Please understand the urgency of this situation, as the ongoing issues not only jeopardize our safety but also impose a considerable financial burden.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 11/27/2023

  Good morning! We apologize for the lack of communication and your experience during your solar process and we will do everything we can to get this resolved. In our notes is does look like we reached out to you about repairs 11/8 and you confirmed for 11/9 where we came out and got the system producing and completed the corrections. ***** did reach out about the reimbursement  you requested and I have asked for an update on that matter. We should be receiving a response end of day Thursday on where we are with that. Although are their any other matters that need to be resolved that we can begin to work on as well? 

• Initial Complaint

  Date:11/15/2023

  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.

  I purchased Solar from Suntria in March. During the installation in June, damage was done to electrical appliances and potentially electrical wiring throughout the house due to the incompetence of the installer. Lightbulbs exploded and electrical fires manifested during the installation. I even witnessed electricity arc from my panel box while the technician worked on it. I've gone through countless cycles of "We are working on fixing your issues", followed by a period of silence, and then finding out the person who said they are fixing my issues no longer works for the company. Even now, 5 months later, there has been zero measurable progress in the issues being fixed.

  

  Business Response

  Date: 11/17/2023

  Good morning! Francine has been trying to get an update from our team weekly, although no response has been heard back. With that being said I have contacted our director of operations to put this as his top priority due to the lack of progress the last 5 months. He will be contacting you to get a date scheduled to come out and get this resolved. If you do not hear from him or anybody end of day Monday please let us know. We apologize for the lack of communication and the frustration during this process, we will get this resolved ASAP! 

  Customer Answer

  Date: 11/17/2023

  This is a narrative that I have been told several times to be met with inaction and silence.  Until corrective action is taken to remediate completely, I can't consider this complaint resolved.  Attached is a letter I sent last Tuesday, November 7 to [email protected] as well as an apparent list of damages that was sent directly to Francine as well as several other Suntria employees including the VP.  I will consider this response as a response to the letter as well.  In addition to the apparent damages, I am also especially concerned about the integrity of the affected wiring in my house.

  

  Business Response

  Date: 11/27/2023

  Good morning! It looks like Michael R**** and Joe R****l are working together to get you scheduled on their list to come out and repair the panels. Myself and Francine have asked them to give us a date so we may pass it along to you. Should be receiving a response end of day today and they should be contacting you as well on date and time they will be coming out. We apologize for this and having you wait again for someone to call. 

  Customer Answer

  Date: 12/04/2023

  I have still not received a phonecall.

  

  Business Response

  Date: 02/22/2024

  Good afternoon! Homeowner has been contacted 12/20 about getting us an invoice for repair, 1/12 we finally recevied it and Brandon was handling this,Joe R****l contacted 2/16 still waiting for our director of operations to approve it. Have reached out to them to get this resolved ASAP but HO has been keeping in contact with Francine who has been updating notes in their system. 

  

  Business Response

  Date: 02/26/2024

  Good afternoon! Francince is working with our branch manager and director of operations to get this resorted, she has been checking on this everyday. If you do not hear from anyone end of day  Thursday please let us know. We apologize for having to wait for a response, although we are working on this! 

  Customer Answer

  Date: 02/27/2024

  Suntria has been "working on it" for over 8 months now.  I will wait for a response on Thursday, however this does not give me any confidence.

  

  Business Response

  Date: 02/29/2024

  Hello! Jasper is working on getting this adressed, he is going to contact you end of day Friday 3/1 

  Customer Answer

  Date: 03/04/2024

  The contact was not made as written.

• Initial Complaint

  Date:11/14/2023

  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 mother recently got solar panels with this company. She was told she would not have 2 bills. She is 100 on a fixed income. The contract was signed in February but the panels didnt start working until September supposedly and when I called after still getting an electric bill I was told someone would come out because the panels werent working. No one ever cane out. The initial phone number we were given is no longer in service. We keep getting the run around and they are still drafting her account. We want these panels removed and we want out of this contract. These people are scammers! *** had to reach out to an attorney and I see this is not the first time legal actions have been taken towards Suntria and Goodleap! Stay away from this company!

  

  Business Response

  Date: 11/14/2023

  Good morning! 

  The contact info you have given does not match any of our records, if you could let us know the name on the account and the address we can begin to get someone out there and begin to resolve this issue. Thank you!