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

  210 S Eagle Ln Oklahoma City, OK 73128

• 

  Suntria

  7906 Kingspointe Parkway, Suite 118 Orlando, FL 32819

• 

  Suntria

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

• 

  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:11/08/2023

  Type:Service or Repair 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.

  Our Solar Panels were installed 08/22/23. Had the Contractor come out and get it ready for inspection by City and OG&E (electric company). Wasn't done right per OG&E on 09/11/23. Sent information and pictures to Suntria. Since then we have been making payments on the loan for the Solar Panels. I'm attaching everything I have regarding them "ghosting" me.We NOW have solar panels on our roof that are NOT working. Supposed to be saving us electricity every month, but nothing. If the panels are removed, we will have holes in our roof from the installation. These will need to be repaired or replaced since we have a new roof.We are at our **** end on what to do ... frustrated ...

  

  Business Response

  Date: 11/10/2023

  Good afternoon ****! We apologize for the lack of communication during this process, it does still look like we are waiting to schedule the corrections on your system before having your utility company come out and resinspect. We have reached out to your new and permenant project manager ******* to reach out to you about updating you weekly on your project. If you do not hear from her end of day Tuesday please let us know. We again apologize for you having to wait for a call, although we are working on getting this resolved! 

  Customer Answer

  Date: 11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I don't expect a phone call or text from them.  If I do get one, it will be to say "I'm sorry about the delay ... blah blah blah" as usual. 

  I want to know WHEN the contractor will be out. 

  I want to know WHEN OG&E will be out to inspect. 

  I want to know WHEN the Solar Panels will be up and running. 

  Once the Solar Panels are up and running properly, then I will resolve this problem.  Thank you.

  Frustrated,
  
  *********************

  

  Business Response

  Date: 11/13/2023

  Good afternoon! 

  Madison your official PM will be able to give you as much information as she has about when the contractor will be out, when OG&E will be out and when your panels will be up and running. We apologize for the frustration we are trying to give you as much information as we have on getting this resolved. Again if you do not hear from your project manager with an update end of day Friday please let us know 

  Customer Answer

  Date: 11/15/2023

  Will not resolve this until panels are up and running.

  Have been informed that Contractor is to by on Friday 11/17 to install proper equipment for OG&E.

  What happens after that ... or it does happen ... we will see.

  

  Business Response

  Date: 12/13/2023

  Good morning! It looks like **** sent over monitoring access to your system on 12/11, and it is producing with no errors. Please let us know if you are having any other issues with your system 

  Customer Answer

  Date: 12/13/2023

  
  Better Business Bureau:
  
  Our solar panels are NOW up and running.  Thank you
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair 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.

  We were told that our solar panels would more than cover our electric bill. The panels don't even cover a third of our usage. The company has stopped communicating with us and won't return any calls or emails. We were told after 6 months our system would be reviewed and adjusted but now the company is ghosting us.

  

  Business Response

  Date: 11/13/2023

  Good afternoon! 

  It does look like ******** did speak with you about the issue of your panels and did reach out to your sales rep to evaluate your system on 11/1/ Although I have not seen an update on this so I have sent this over to our director of operations to look this over and get this resolved ASAP. If you have not heard from anybody end of day Friday with an update please let us know! We apologize for the lack of communication you have received and will get this resolved ASAP 

  Customer Answer

  Date: 11/13/2023

  
  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.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:11/06/2023

  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.

  In August of 2019, I contracted with Premier Solar Solutions (now re-branded as Suntria Solar) to design and install a solar system on my home. I purchased the system for $47,840.00. The system consists of 46 solar panels and an inverter manufactured by Solar Edge, among other components. Construction was completed in December of 2019 and the system came online 12/13/2019.My contract with Premier Solar/Suntria provides warranty on defects in workmanship for 10 years and warranty on the inverter for 12 years, among other warranties. The contract also provides a 5-year 95% minimum production guarantee.Since then, the inverter has failed three times, most recently on 07/25/2023. Two prior times, Suntria did the warranty service per our contract. They even paid me $1537 for not meeting the production guarantee in my contract for calendar year 2021.Suntria is now refusing to diagnose the new problem and return my system to working order. Suntria sent me a letter via email stating, "Suntria has not been licensed for over 4 years for Solar Edge. Please contact a licensed Solar Edge dealer in your area." This, despite the fact that they built my system less than four years ago and and have been servicing it until now. Suntria management will not return my calls or messages and refuses to further communicate.One of Suntria's employees told me that they are withdrawing from ****** and abandoning their contracts and that they will just wait for customers to sue.It seems there is likely something wrong with the original design and/or installation of the solar system which is causing repeated failures of the inverter. Suntria is unwilling to diagnose and repair the system even though I have a contract that shows they are obligated to do so.

  

  Business Response

  Date: 11/09/2023

  Good afternoon, we apolgize for the frustration during this process. After speaking with ******** and CEO, as you mentioned about the letter you recevie and in your complaint we cannot process the warranty. Since we are not longer licensed with them at the moment they will not allow us to do so, that is why ******** let you know you would have to reach out to the contact she provided to do the warranty. Their warranty will stand and they will be able to get this resolved for you. I aplogize for this, if you have any questions please let us know. 

  Customer Answer

  Date: 11/09/2023

   Your reply is non-responsive to my complaint. You say youre not licensed to work on Solar Edge equipment, yet Solar Edge is more than happy to have you work on my system, I've spoken with them.

   

  Your letter to me on 10/25/2023 says Suntria hasn't been licensed to work on Solar Edge equipment "in over four years."However, you designed and installed my system with Solar Edge equipment less than four years ago. You also replaced my inverter when it failed in 2020, 2021, and now again in 2023, all less than four years ago.

   

  On 09/20/23, your employee, ************, came to my house and diagnosed the inverter as failed again. He spoke with Solar Edge and they sent a new inverter.He installed the new inverter on 10/17/2023 and said it is giving a code indicating a ground fault somewhere on the roof. This is a sign that the Solar Edge inverter is not the problem. And there's a pretty good chance the problem is what has blown three inverters in less than four years.

   

  Our contract explicitly states (among other things):

   

  1) If within ten years after the date of completion of construction, any construction under the scope of work is found to be defective, Premier Solar (re-branded as Suntria Solar) will promptly, without cost to Homeowner, correct such defective construction, or replace components, at Premier Solars sole option.

   

  2) That there is a 10-year warranty on the entire system to be free from defects in workmanship.

   

  3) That there is a 12-year workmanship and operation warranty on the inverter.

   

  4) There is a 5-year, 95% minimum production guarantee. This does not expire until December of ****. (Suntria wrote me a check on 01/20/2022 for $1537 because my system did not meet minimum production in 2021 since it was down for several months with a blown inverter.)

   

  Please bear in mind, I did not write this contract, your company did. You made the terms and I agreed to them. Now you don't like the terms and seemingly want to walk away.

• Initial Complaint

  Date:11/06/2023

  Type:Product 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.

  My family and I agreed to install solar panels through Suntria several months ago. I called the company multiple times to discuss the progress and never got a return call. The payment for the equipment began this month but the system is still not operational. I now have two bills, one from my original power company and one from the finance company for the solar system. When they sold me the system they assured me this would never happen. I've been told I can request a refund of the payment(s) I have made but I don't have any contact information or any way to speak to anyone about how to process said refund. It has been a very frustrating experience from the very beginning and if I had it to do over I would not purchase this equipment from this company.

  

  Business Response

  Date: 11/08/2023

  Good morning! We apologize for the lack of communication and having to wait longer for you system to be on and producing. It does look like Suntria resubmitted for resinspection to your utitlity company to come out again to approve the system. This can take anywhere from 2-3 weeks since they are currently backed up. We have reached out to your project manager to call you about reiumbursment since the system is not on and producing. If you do not hear from her end of day Monday please let us know. Again we apologize for you having to wait for another phone call to get this settled 

  Customer Answer

  Date: 11/08/2023

  This is a nice response but it is the same communication that I have been receiving for months now.  No one ever returns a call or gives me instructions about reimbursement.  The utility company says that they are waiting for your company to replace the base with the correct one.  I have several numbers for this business and they all ring to an automatic message with instructions to leave a message but the call is never returned.  There is only one number that occasionally answers and tells me the same thing you are saying now and that she will call me back and she never does.  If this is a reputable company why can't someone answer the office phone? Why is everyone pointing the finger in the other direction?

  

  Business Response

  Date: 11/13/2023

  Good afternoon! 

  It looks like Maeve has spoken with you on 11/10 to send her over the information she needs for reimbursement and she will be getting that processed and update you once that has been completed. It also looks like we put you on the schedule to have the corrections made 11/12, please let us know if that was ever done. Thank you 

  Customer Answer

  Date: 11/16/2023

  
  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.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair 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.

  On 09/08/2023 a wind storm blew off our solar panel and it put a hole in our roof. We were out of town.On 09/11/2023 contacted ******** (Account Manager) sent pics of the damage. She handed over to **** (Project manager)On 10/06/2023 **** contacted me to set a date to put on the panel On 10/13/2023 - Panel was replaced by a 3rd party contractor.On 10/18/2023 - **** told me he was working on getting the roof inspector On 10/26/2023 - **** contacted me and told me he handed this issue to Mia.As of 11/06/2023 still haven heard from Mia.I still have a roof leak and now mold in my house.

  

  Business Response

  Date: 11/08/2023

  Good morning! It looks like *** has sent a roofer to confirm the damage and to receive a qoute, that was on 11/07. Please confirm that someone did come out, as well as *** will be getting back to you about the next steps. Francince is also on this case and checking in that this becomes resolved. If you do not hear back from anyone end of day Monday, please let us know. We apolaogize for this inconvenience and will get this resolved ASAP

  Customer Answer

  Date: 11/08/2023

  A roofer did come out on 11/07/2023 to get an estimate and took a sample of the shingle. The roofer put a trap over the damaged areas to prevent any more damage to the interior.

  Still haven't received any communication from *** and still don't have a timeline on when the full all the damage will be completed. As mentioned it has been 2 months. 

  

  Business Response

  Date: 11/13/2023

  Good afternoon. 

  *** is working with the roofer to figure out how to fix your roof and set up a time to complete this, she will be reaching out to you this week with an update. For any reason you do not hear back from her end of day Friday please let us know, and we apologize for you having to wait even longer to get this done. 

  Customer Answer

  Date: 11/17/2023

  Its Friday 11/17/2023 @ 10:28pm and never got a call from **** It has been 10 weeks and haven't received any communication from **** Or getting any closer to resolving this issue. 

  I sent mold pictures to the "account rep" and no response either.

  

  Business Response

  Date: 01/29/2024

  Good afternoon! We apologize for the delay of response, it does look like you spoke with ******** 1/5 who assigned this to ******* and ***, ******* then reached out to you 1/9  and confirmed repairs for your leak on 1/13 for after 12PM. If you have any more questions or concerns please contact *******, if you need anything else please let us know! 

  Customer Answer

  Date: 01/30/2024

  
  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.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:10/31/2023

  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.

  Suntria reps came to house 8/10/23 to explain solar panels. Said the solar bill will replace the power bill. I signed for staff to inspect roof, get permits, etc. At no time did they mention obtaining a loan! Got contract 7 weeks later saying I owe $52,566.96! Never signed for any loan and the contract gave 3 DAYS for attorney to go over or refuse panels. I had no chance to refuse! Now the secretary is the only one there who can't do anything but relay messages. ******* named **** NEVER returned any requests or explanation. Getting nervous as a 71 yr old senior who lives on SS I would NEVER take out any loans esp in that outrageous amount. Help please!!

  

  Business Response

  Date: 11/03/2023

  Good morning! We were aware of this issue on 10/02 and have been trying to get this figured out and resolved. We have reached out multiple times, your sales represenative, project manager and our finance manager to schedule a call with you to get this resolved. Although it seems we havent been able to get you scheduled for a call, if you have a specific time you would like to be reached please let us now so we may get in contact with you. 

  Customer Answer

  Date: 11/03/2023

  Received message from Service Finance asking to call them to turn on system.  Me: what Service Finance (no indication from where for what )for what system?  Never signed to finance anything (is it a hoax?) 

  Sept 30th ****** left message said they will call back on Monday 

  I sent message on Oct 9th still waiting on call back.

  August 10th got message to schedule survey for August 11th

  Got. Message from a  ****: "Hey this is ****."(no last name or where he is from nor what he wanted)

  All these were messages not phone calls.

  Very fast "service" with little explanations if what's happening.  When asked the costs all we were told was my energy ************ be replaced by Suntria energy bill.  Not one mention of finance charges!!!!?   I want these panels off my roof And be done with this company please!??

   

  

  Business Response

  Date: 11/08/2023

  Again we ask when is a good time to reach out to you, for a phone call to go over the options of removing your solar panels or making the loan into a lease. Please let us know so we can give you a call asap 

  Customer Answer

  Date: 11/08/2023

  I need to speak with Suntria representatives immediately for them to let me know in written form that they will void/cancel this alleged loan/contract and remove the solar panels from *******.  There is a front page of this contract stating that if the persons who work/provide service are not paid in full have a right to enforce their claim for payment against my property. What the heck ??.  Please call me ASAP/anytime at the phone number listed and send me your phone number thru email so I may recognize it as I rarely answer any unknown calls.

  

  Business Response

  Date: 11/20/2023

  Good morning! We have resolved this complaint, instead of doing a loan we had changed it to a lease at the homeowners request and they have decided to continue their solar install. The crew has just finished up her install on 11/17, if you need any attachments please let me know. 

  

  Business Response

  Date: 11/30/2023

  ******, we believe you put in a past complaint that was resolved. We have moved this into a lease as you would like and have not included ******* in the lease. If you have any more concerns ****** can help you just as she did before 

• Initial Complaint

  Date:10/24/2023

  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 panels from Suntria in June 2022. Initially panels seemed to be producing electricity as promised. However that is no longer true, I have called Suntria numerous times to report that panels are not working properly. Each time I have been told that a supervisor would come to the house and check out the system. I have yet to see anyone come check the system. I was told to call Oncor to find out what amount of kwh the panels have produced in the past year and compare to the amount Suntria promised. The panels are only producing one third of the amount promised. I want the production corrected or they can cancel my loan, refund my money, and remove the panels.

  

  Business Response

  Date: 10/25/2023

  Good morning! We apologize for the frustration and lack of communcation you have recevied during this process. ******** did reach out to our tech although as you mentioned has not been out there. I have sent this over to our director of operations who will make sure this gets done and will reach out to you by the end of the week. For any reason you do not hear a call from us please let us know! We will get this resolved ASAP

• Initial Complaint

  Date:10/20/2023

  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 this company and they told me it would take care of 110% of my bill. But upon completion and having it a few years now it didnt even cover half of my bill monthly. It has currently broke and is not producing any solar at all. I reached out to all the numbers I have to set up a service to have it fixed cause I have a 30 year warranty but no one to warranty it and no good numbers at all. So now I am forced to seek an outside vendor and pay out of my pocket to have this fixed when I purchased the warranty in the beginning. I think this is fraud and I was lied to and misled. I would like an explanation or at least my warranty money reimburse to me if theyre not gonna hold up that end of the deal.

  

  Business Response

  Date: 10/24/2023

  Good morning! 

  ******** has received your email about the issues you are having with your system and has put in a case number to get this fixed. Although I have reached out to her to give you a call, please let me know if you do not hear from her by Friday. We apologize for this inconvenience and will get started on getting this resolved ASAP. 

• Initial Complaint

  Date:10/17/2023

  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.

  Company keeps giving me a run around on when the panels will be turned on its been well over there 120 day *****

  

  Business Response

  Date: 10/18/2023

  Good morning! 

  We are waiting for labels to be placed on your system that your utility company requires before starting your system. This can take about 1-2 weeks. It does look like you have spoken with ******** and she is proccessing reiumnusrsment for the next 2 payments. Once we have the label we will notify you, we apologize for this inconvenience and having to wait. 

• Initial Complaint

  Date:10/13/2023

  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 began talking to our Suntria Rep ****************** in early May. He was super communicative at first, even sending multiple messages if i didn't respond. He even promised us a Generac. said we wouldn't get billed for 3 months on the loan so that we wouldn't be stuck paying two things at once!Once they got us to sign for and on the hook for over $35,000, we are having trouble getting resolution from anyone. Nothing at all from ******* Suntria was answering at first and trying to get it all "resolved" (including a reimbursement for the first loan payment) but they are kinda pushing us off to ****************** which are the ones who came and installed the panels on our roof. Not getting anything from ****** with Custom Pro either though.So we are now just left in the dark, no answers from anyone, nothing as promised. I cannot afford both a loan payment for solar AND the regular electric bill. Never even got the Generac. this is NOT what we signed up for. STAY AWAY FROM SUNTRIA. they are SCAMMERS!!

  

  Business Response

  Date: 10/24/2023

  Good morning! 
  We apologize for the experiance you have had, sadly we have done all that we can on our side. Like you have said since custom solar pro did the installation it is in their hands over your desired solution to get them removed and adjust your loan payment.  We have reached out to ****** to get back to you, we reccomend filing a BBB complaint with Custom Pros as well to see if they can assist you on this. 

  Customer Answer

  Date: 10/24/2023

  Your response did not even address the fact that your sales person is out here promising Generacs and not following through with that. Neither did it address the lack of communication.- my phone calls wont even ring when I try calling SUNTRIA. The sales rep never answers calls or texts anymore. I am so unsatisfied with how SUNTRIA has handled this all. $38,000 and Im not even getting what I was told Im getting. again, I have not been reimbursed for the payments Im having to make to GoodLeap when Im STILL getting electric bills. Seems like all I signed up for by giving in to SUNTRIA is MORE MONEY OUT OF MY POCKETS. 

  

  Business Response

  Date: 10/25/2023

  We apologize for the lack of communcation and the confusion. Again we have done all that we can and will pass this complaint to our sales manager of the area so other homeowners do not go through the same experiance you have.