Complaints
This profile includes complaints for Suntria's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 111 total complaints in the last 3 years.
- 46 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/29/2022
Type: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 husband and I met with sales rep ****** on 5/21/22 and signed a contract being told we would have a $160 bill each month for our solar panel loan and then only minimal fees for electric bills monthly since we were estimated to be 104% energy independent. The installation process took a total of 7 wks and we have been received 2 electric bills thus far, with the most recent being over $100, on top of our $160 solar panel loan bill. My husband and I were deceived and I have been adamantly calling and emailing Suntria to end our contract and have been led to multiple dead ends. Project Manager, *******************************, does not respond with updates via email. She said I need to call our sales rep regarding ending our contract but he does not answer nor return calls. My husband and I want to end our contract and have our panels removed as nothing has occured as it was originally sold to us.
Business Response
Date: 10/04/2022
Good morning *****,
The latest update I have on this matter is that ***** Director of operations left a voicemail on your phone. If you have not received this please let us know!
Thank you,
Suntria
Customer Answer
Date: 10/06/2022
I did receive an original voicemail from *****, director of Operations, and spoke to him on Monday 10/03/2022 and have not heard back, although I have left him follow up voicemails.
Thank you.
Business Response
Date: 10/07/2022
Good morning! ***** will give you a call once he has an update on the resolution! Thank you!
Initial Complaint
Date:08/31/2022
Type: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 had solar put on my roof. It took way longer than expected but that's not the complaint. They have not shown up when scheduled to finish the job twice now. They are supposed to "map" my array so i can see if there is ever a problem with any individual panel. all i get is excuse after excuse on why it hasn't been done yet. I have paid for a service and Suntria has not completed that serviceBusiness Response
Date: 09/01/2022
Hi *****,
Im really sorry to hear about the miscommunication on your repair, please send me an email at ************************************* and am will get on top of that!
Customer Answer
Date: 09/02/2022
How many people do I need to talk to. Map my array and let me move on. I have talked ********, ****, **** numerous times. Still nothing. Now you want me to tell you whats wrong, map my array so I can see them in my app all things you Suntria promised. There is no miscommunication there a lack of you not finishing the job, you just keep telling me to wait. You have been here like 5 times and nobody has done this. The next call is to my lawyerBusiness Response
Date: 09/09/2022
Hello ******!
I am really sorry to hear about the lack of urgency to get your map arrayed! I did let my superior know and he is going to get on top of it today. Please let me know though if this continues to be an issue and if someone has contacted you about the issue!
Appreciate your patience,
Estefany Tell us why here...Initial Complaint
Date:08/24/2022
Type: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.
Advertised energy independent at 104% with the selected amount of panels. After now only being 50% at best they explained that they meant we would be energy independent only during daylight hours. Sales team was asked before purchase if *******% meant that we would likely not receive an energy bill. Install was only supposed to take 2 days 3 **** Install took a total of 2 months with 18 days onsite. Lead electrician was fired after miss wiring. main crew changed on the daily. After a failed inspection work resumed without notice. Communication with suntria is sporadic at best.Business Response
Date: 08/31/2022
Hello,
I am really sorry to hear about the poor communication you've experienced, we would love to help any way we can! Please reach out to ************************************* so we can get this resolved as soon as possible!
Initial Complaint
Date:07/19/2022
Type: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.
The salesman assured that the solar panels would have critter guard installed. This subject came up a couple of times in fact because of my concern of birds. I contacted ********************* the project manager and he did not get back with me. I am not happy with the conduit on the roof that is sloppy looking as It is not straight. The conduit drop is not level and about 1/2 off over 45 " inch drop which may not be much but looks bad to me. I have signed nothing stating I am satisfied with the jobBusiness Response
Date: 09/09/2022
Hello
I am really sorry to hear about the unsatisfaction you've had and the late response, please reach out to me on my personal email ************************************* and I will have my supervisor reach out to you ASAP!
Estefany
Initial Complaint
Date:06/16/2022
Type: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 started the process of having Solar Panels installed on my home due to the winter storm we had. This process started in October. It is now mid-June and they still cannot seem to fix the problem. They have occupied my time...blown my internet twice...forgot to tell me that after 90 days, I would have to start making payments on the solar panels...this is past unreasonable.I have been understanding and I have been patient. I have allowed them time to get it right. I was told it should be fixed now, but I received my power bill from *************** and it is $238.54. I also have to pay $217.00 for the panels. I was advised that my bill should be less than $50...if anything. Enphase came out to my home last week and said that the system was completely set up wrong. They have punched holes on the side of my home to set up their equipment that was wired backwards per the Enphase ******** addition, the back-up battery is in my garage and I was told that it communicated off of Bluetooth and cannot communicate through walls...so it is basically ineffective. This is a $70K loan. I have never received a benefit from the start of this process except they paid the utility bills from March to **** Per the conversation with the Suntria Manager...he has been trying to get costs approved and is have a hard time these days. This has been 8 MONTHS!!! Still they cannot get it right. If I ask for a call back, especially in this situation...I should get one without fail. When I call in to the office...I should never get a manager telling me that my system is working fine. Being clueless does not absolve them of failures to manage/de-escalate a situation.I shouldn't have to do this. I will put this all over the news. I will put this all over ************* I will let people know the treatment I have endured. Being silent and hoping that I go away is not going to happen. Corporate should've already reached out to me, since I requested their call. But no...Business Response
Date: 09/09/2022
Hello,
I am so sorry to hear about the unsatisfaction you've had and the late response, please reach out to me on my personal email ************************************* and I will have my supervisor reach out to you ASAP!
Estefany
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